From alesh at sportina.si Thu Jul 1 05:58:57 2004 From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=) Date: Thu, 1 Jul 2004 11:58:57 +0200 Subject: [rt-users] rt 3.2.0 - new search not visible Message-ID: <200407010959.i619wwN7024348@ sportina.si> I upgraded from 3.0.10 to 3.2.0, everything works fine... only I still see the old search... any ideas? I've checked rt3.fsck.com, i suppose that's the new search aka Query Builder? I also noted when I click on Tickets on the right hand side no sub menus open (like it used to in old version). Ideas anyone? A. -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Thu Jul 1 06:10:48 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 01 Jul 2004 14:10:48 +0400 Subject: [rt-users] rt 3.2.0 - new search not visible In-Reply-To: <200407010959.i619wwN7024348@ sportina.si> References: <200407010959.i619wwN7024348@ sportina.si> Message-ID: <40E3E328.5090703@acronis.ru> Did you restart Apache? Ale? Su?nik wrote: > I upgraded from 3.0.10 to 3.2.0, everything works fine... only I still > see the old search... any ideas? > I've checked rt3.fsck.com, i suppose that's the new search aka Query > Builder? > I also noted when I click on Tickets on the right hand side no sub menus > open (like it used to in old version). > > Ideas anyone? > > A. > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From alesh at sportina.si Thu Jul 1 06:20:50 2004 From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=) Date: Thu, 1 Jul 2004 12:20:50 +0200 Subject: [rt-users] rt 3.2.0 - new search not visible In-Reply-To: <2D211224-CB47-11D8-A86B-003065DC18B8@hamburg.fcb.com> Message-ID: <200407011020.i61AKoN7025334@ sportina.si> Nope. Figured out what it was... deleted mason_data in /opt/rt3/var and woops the new search is there... How did I figure it out? on rt3.fsck.com Search points to Build.html but at my RT it pointed to Listing.html (old one?). Thank you for your hints! A. -----Original Message----- From: Harald Wagener [mailto:hwagener at hamburg.fcb.com] Sent: Thursday, July 01, 2004 12:13 PM To: Ale? Su?nik Subject: Re: [rt-users] rt 3.2.0 - new search not visible Am 01.07.2004 um 11:58 schrieb Ale? Su?nik: > I upgraded from 3.0.10 to 3.2.0, everything works fine... only I still > see the old search... any ideas? > I've checked rt3.fsck.com, i suppose that's the new search aka Query > Builder? > I also noted when I click on Tickets on the right hand side no sub > menus open (like it used to in old version). > ? > Ideas anyone? > ? Did You change the old Search and put the changes into Your local tree? Regards, Harald From csplist at gam.co.za Thu Jul 1 06:02:47 2004 From: csplist at gam.co.za (Shawn Jooste (CSP)) Date: Thu, 1 Jul 2004 12:02:47 +0200 Subject: [rt-users] Apache Error Message-ID: <20040701100258.ED1F1E32A@ctb-mesg6.saix.net> Hi, I installed RT this week for the first time, and now I am experiencing some problems. I can login, but while using the interface, I occasionally get an error, I refresh the page and it works, but now I cant create a ticket. The error is this: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root at localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. ---------------------------------------------------------------------------- ---- Apache/2.0.49 (Fedora) Server at 192.168.0.175 Port 80 Any ideas as to where I should start looking? Shawn From jalgermissen at topicmapping.com Thu Jul 1 06:45:08 2004 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Thu, 01 Jul 2004 12:45:08 +0200 Subject: [rt-users] Apache Error References: <20040701100258.ED1F1E32A@ctb-mesg6.saix.net> Message-ID: <40E3EB34.787D2BB2@topicmapping.com> "Shawn Jooste (CSP)" wrote: > > Hi, > > I installed RT this week for the first time, and now I am experiencing some > problems. I can login, but while using the interface, I occasionally get an > error, I refresh the page and it works, but now I cant create a ticket. > > The error is this: > > Internal Server Error > The server encountered an internal error or misconfiguration and was unable > to complete your request. > > Please contact the server administrator, root at localhost and inform them of > the time the error occurred, and anything you might have done that may have > caused the error. > > More information about this error may be available in the server error log. > > ---------------------------------------------------------------------------- > ---- > > Apache/2.0.49 (Fedora) Server at 192.168.0.175 Port 80 > > Any ideas as to where I should start looking? Hi Shawn-- have you looked at the apache error log and RT's log? Jan > > Shawn > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org From anders.ekstrand at drutt.com Thu Jul 1 06:44:31 2004 From: anders.ekstrand at drutt.com (Anders Ekstrand) Date: Thu, 1 Jul 2004 12:44:31 +0200 Subject: [rt-users] Links missing after upgrade from rt 3.0.11 to 3.2.0 Message-ID: Hi all, I just upgraded to RT from 3.0.11 to 3.0.2 (and RTFM from 2.0.3 to 2.0.4) and noticed that some links seems to be missing. On the "Home" page, in the block "xx highest priority tickets I own": A correct list is displayed, but the entries aren't clickable. (They are clickable in the "xx highest priority tickets I requested..." block.) On the Display page: The left menubar is unchanged, ie. the links "Date", "People" etc are not shown. They are, however accessible by clicking the sub-blocks in the "Ticket metadata" block, but there's no way back to the main Ticket Display page. Does anybody have an idea on what I could have missed, or where I should start digging? Regards - Anders Ekstrand _____________________________________ Anders Ekstrand Senior Member of Technical Staff Drutt Corporation, Operations Tel: +46 31 83 66 67 Mobile: +46 733 200 238 Email: anders.ekstrand at drutt.com Web: www.drutt.com _____________________________________ ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange. For more information, connect to http://www.F-Secure.com/ From rt-user at thostrup.dk Thu Jul 1 06:59:31 2004 From: rt-user at thostrup.dk (Kim Thostrup) Date: Thu, 01 Jul 2004 12:59:31 +0200 Subject: [rt-users] Extra blank comment added, when making a comment. Message-ID: <40E3EE93.2010702@thostrup.dk> Hi List I have just upgraded to 3.2.0 from 3.0.9 and almost everything seems to work fine. When I make a comment or reply to a case, i get a blank history entry first and then the next entry with the actual comment/reply. Any ideas ? Thanks in advance. Kim Thostrup From rt-user at thostrup.dk Thu Jul 1 07:25:33 2004 From: rt-user at thostrup.dk (Kim Thostrup) Date: Thu, 01 Jul 2004 13:25:33 +0200 Subject: [rt-users] Extra blank comment added ! Message-ID: <40E3F4AD.40500@thostrup.dk> Hi List I have just upgraded to 3.2.0 from 3.0.9 and almost everything seems to work fine. When I make a comment or reply to a case, i get a blank history entry first and then the next entry with the actual comment/reply. Any ideas ? Thanks in advance. Kim Thostrup From alesh at sportina.si Thu Jul 1 07:44:45 2004 From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=) Date: Thu, 1 Jul 2004 13:44:45 +0200 Subject: [rt-users] Links missing after upgrade from rt 3.0.11 to 3.2.0 In-Reply-To: Message-ID: <200407011144.i61BikN7027982@ sportina.si> Could you be suffering from the same problem I had (looks like it), my solution was: deleted mason_data dir in /opt/rt3/var A. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Anders Ekstrand Sent: Thursday, July 01, 2004 12:45 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Links missing after upgrade from rt 3.0.11 to 3.2.0 Hi all, I just upgraded to RT from 3.0.11 to 3.0.2 (and RTFM from 2.0.3 to 2.0.4) and noticed that some links seems to be missing. On the "Home" page, in the block "xx highest priority tickets I own": A correct list is displayed, but the entries aren't clickable. (They are clickable in the "xx highest priority tickets I requested..." block.) On the Display page: The left menubar is unchanged, ie. the links "Date", "People" etc are not shown. They are, however accessible by clicking the sub-blocks in the "Ticket metadata" block, but there's no way back to the main Ticket Display page. Does anybody have an idea on what I could have missed, or where I should start digging? Regards - Anders Ekstrand _____________________________________ Anders Ekstrand Senior Member of Technical Staff Drutt Corporation, Operations Tel: +46 31 83 66 67 Mobile: +46 733 200 238 Email: anders.ekstrand at drutt.com Web: www.drutt.com _____________________________________ ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange. For more information, connect to http://www.F-Secure.com/ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. http://bestpractical.com/services/training.html Sign up early, as class space is limited. From anders.ekstrand at drutt.com Thu Jul 1 08:12:54 2004 From: anders.ekstrand at drutt.com (Anders Ekstrand) Date: Thu, 1 Jul 2004 14:12:54 +0200 Subject: [rt-users] Links missing after upgrade from rt 3.0.11 to 3.2.0 Message-ID: Hi, I tried that solution, but the directory structure was re-created with erroneous permissions and ownership and the installation ended up in a broken state. What worked, however, was to simply move the whole /opt/rt3 directory and perform a fresh install instead of an upgrade, and add what I missed from the old installation manually. Thanks for the tip, anyway. Regards - Anders > -----Original Message----- > From: Ale? Su?nik [mailto:alesh at sportina.si] > Sent: den 1 juli 2004 13:45 > To: Anders Ekstrand; rt-users at lists.bestpractical.com > Subject: RE: [rt-users] Links missing after upgrade from rt > 3.0.11 to 3.2.0 > > Could you be suffering from the same problem I had (looks > like it), my solution was: deleted mason_data dir in /opt/rt3/var > > A. > > > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Anders Ekstrand > Sent: Thursday, July 01, 2004 12:45 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Links missing after upgrade from rt > 3.0.11 to 3.2.0 > > Hi all, > > I just upgraded to RT from 3.0.11 to 3.0.2 (and RTFM from 2.0.3 to > 2.0.4) and noticed that some links seems to be missing. > > On the "Home" page, in the block "xx highest priority tickets > I own": A correct list is displayed, but the entries aren't > clickable. (They are clickable in the "xx highest priority > tickets I requested..." block.) > > On the Display page: The left menubar is unchanged, ie. the > links "Date", "People" etc are not shown. They are, however > accessible by clicking the sub-blocks in the "Ticket > metadata" block, but there's no way back to the main Ticket > Display page. > > Does anybody have an idea on what I could have missed, or > where I should start digging? > > Regards - Anders Ekstrand > > _____________________________________ > Anders Ekstrand > Senior Member of Technical Staff > > Drutt Corporation, Operations > > Tel: +46 31 83 66 67 > Mobile: +46 733 200 238 > > Email: anders.ekstrand at drutt.com > Web: www.drutt.com > _____________________________________ > > ########################################### > > This message has been scanned by F-Secure Anti-Virus for > Microsoft Exchange. > For more information, connect to http://www.F-Secure.com/ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC > and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. > > > ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange. For more information, connect to http://www.F-Secure.com/ From scs at umich.edu Thu Jul 1 08:17:07 2004 From: scs at umich.edu (Steve Simmons) Date: Thu, 1 Jul 2004 08:17:07 -0400 Subject: [rt-users] Manual source, manual/doc issues Message-ID: <20040701121707.GA21656@umich.edu> I've browsed the wiki and FAQ and didn't see much if anything on this; please accept my apologies the answers to all these issues are out there and I just missed it. And if putting up a 'manual_meta' page on the wiki is the best way to proceed, I'll happily do it. We're looking at RT for possible use for our in-house trouble ticket system. Part of the decision process is the quality of the docs and how we can maintain and modify them to match our local customizations of RT. Jesses comments on the list refer to a RTF format version of the manual. Assuming this means 'Rich Text Format', I'd like to get my hands on the draft manual source. If it doesn't mean richtext, what is the manual source written in? There are a number of meta-issues about the manual and docs that probably apply to more than just us. I'd be interested in folks' opinions and current or planned actions on any of the following: Do you customize the docs to match your local customizations, and if so, how? Are the docs in any sort of source control system (CVS, bitkeeper, subversion, etc)? Or is the wiki system the sum total? Is there a plan for maintaining back-versions of the wiki manual for those who stick with earlier versions (3.0) of RT? On simultaneously tracking RT progress and RT customizations -- how do folks who've made localized versions of the docs keep their local changes in sync with the broader flow? FYI, don't expect a whole lot of response from me immediately. I'm pushing off for vacation tomorrow morning and won't be reading email. Advance thanks, Steve Simmons From alexmv at bestpractical.com Thu Jul 1 08:26:49 2004 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 01 Jul 2004 08:26:49 -0400 Subject: [rt-users] Extra blank comment added ! In-Reply-To: <40E3F4AD.40500@thostrup.dk> References: <40E3F4AD.40500@thostrup.dk> Message-ID: <1088684809.19390.21.camel@zoq-fot-pik.mit.edu> On Thu, 2004-07-01 at 07:25, Kim Thostrup wrote: > I have just upgraded to 3.2.0 from 3.0.9 and almost everything seems to > work fine. When I make a comment or reply to a case, i get a blank > history entry first and then the next entry with the actual comment/reply. You are most probably using a MySQL server that doesn't support the InnoDB table type; the tables are falling back to MyISAM, which is non-transactional. The "scrips preview" on Update.html tries to start a transaction, commit a comment, and then roll it back. Without transactions, this results in a net empty comment. For now, the solutions are to use a MySQL server with InnoDB support, or turn off PreviewScrips by commenting out the component call in Tickets/Update.html I'll look into finding some more reasonable options, though. - Alex -- Networking -- one letter away from not working From csplist at gam.co.za Thu Jul 1 08:48:20 2004 From: csplist at gam.co.za (Shawn Jooste (CSP)) Date: Thu, 1 Jul 2004 14:48:20 +0200 Subject: [rt-users] New Ticket Problem Message-ID: <20040701124832.80CCCD87EA@ctb-mesg1.saix.net> Hi, I am running Ver 3.0.10. When I try and create a new ticket it takes me to a blank page, no error and there is no error in the apache logs. Is this a known bug? Is there something I should edit to make it work? Shawn From jesse at bestpractical.com Thu Jul 1 08:54:55 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 1 Jul 2004 08:54:55 -0400 Subject: [rt-users] Extra blank comment added ! In-Reply-To: <1088684809.19390.21.camel@zoq-fot-pik.mit.edu> References: <40E3F4AD.40500@thostrup.dk> <1088684809.19390.21.camel@zoq-fot-pik.mit.edu> Message-ID: <20040701125455.GK17481@pallas.eruditorum.org> On Thu, Jul 01, 2004 at 08:26:49AM -0400, Alex Vandiver wrote: > On Thu, 2004-07-01 at 07:25, Kim Thostrup wrote: > > I have just upgraded to 3.2.0 from 3.0.9 and almost everything seems to > > work fine. When I make a comment or reply to a case, i get a blank > > history entry first and then the next entry with the actual comment/reply. > You are most probably using a MySQL server that doesn't support the > InnoDB table type; the tables are falling back to MyISAM, which is > non-transactional. The "scrips preview" on Update.html tries to start a > transaction, commit a comment, and then roll it back. Without > transactions, this results in a net empty comment. > For now, the solutions are to use a MySQL server with InnoDB support, > or turn off PreviewScrips by commenting out the component call in > Tickets/Update.html I'll look into finding some more reasonable > options, though. If you're using a mysql server without innodb support, That means you have a mysql server without support for database level transactions, which is going to hurt you pretty badly. Jesse -- From fw at deneb.enyo.de Thu Jul 1 08:53:16 2004 From: fw at deneb.enyo.de (Florian Weimer) Date: Thu, 01 Jul 2004 14:53:16 +0200 Subject: [rt-users] [Rt-announce] RT 3.2.0 now available In-Reply-To: <20040630195913.GU17481@pallas.eruditorum.org> (Jesse Vincent's message of "Wed, 30 Jun 2004 15:59:13 -0400") References: <20040630195913.GU17481@pallas.eruditorum.org> Message-ID: <87n02jq477.fsf@deneb.enyo.de> * Jesse Vincent: > * RT provides a full historical view of each message RT sends including > all message headers Unfortunately, RT writes the message as-is to the database. This means that if it isn't encoded in UTF-8, and the database is configured to use UTF-8, the transaction will be aborted because of an error. (I've seen this on PostgreSQL 7.4.) This particular bug might be caused by a locally modified SendEmail.pm which does not perform proper quoted-printable encoding, I haven't tried the official version yet. From jeff at theorbitor.com Thu Jul 1 11:20:59 2004 From: jeff at theorbitor.com (jeff rak) Date: Thu, 1 Jul 2004 11:20:59 -0400 Subject: [rt-users] Upgrade issue - Possible permissions problem? Message-ID: <200407011120.59077.jeff@theorbitor.com> Hello all, Just upgraded from 3.0.11 to 3.2.0. Everything seems to be working ok, except when I create a new ticket. As soon as I try to create a ticket, I'll hit submit, and it says: RT Error: No permission to view newly created ticket #255. And then this shows up in the error logs: Jul 1 11:15:50 mis-server RT: DBD::Pg::st execute failed: ERROR: attributes: Permission denied. at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 140. (/opt/rt3/lib/RT.pm:250) Jul 1 11:15:50 mis-server RT: DBIx::SearchBuilder error:ERROR: attributes: Permission denied. ^IQuery String is SELECT main.* FROM Attributes main WHERE ((main.ObjectId = 255)) AND ((main.ObjectType = 'RT::Ticket')) (/opt/rt3/lib/RT.pm:250) Jul 1 11:15:50 mis-server RT: DBD::Pg::st fetchrow_hashref failed: no statement executing at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 158. (/opt/rt3/lib/RT.pm:250) Jul 1 11:15:50 mis-server RT: #255/1276 - Scrip 20 New ticket via Email (/opt/rt3/lib/RT/Action/SendEmail.pm:208) Jul 1 11:15:50 mis-server RT: DBD::Pg::st fetchrow failed: no statement executing at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 453. (/opt/rt3/lib/RT.pm:250) Jul 1 11:15:50 mis-server RT: DBD::Pg::st fetchrow_hashref failed: no statement executing at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line 908. (/opt/rt3/lib/RT.pm:250) Jul 1 11:15:50 mis-server RT: RT::Attachment->Create couldn't, as you didn't specify a transaction (/opt/rt3/lib/RT/Attachment_Overlay.pm:121) Jul 1 11:15:50 mis-server RT: sent To: jrak at recres.org Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:268) Jul 1 11:15:50 mis-server RT: DBD::Pg::st fetchrow failed: no statement executing at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 453. (/opt/rt3/lib/RT.pm:250) Jul 1 11:15:50 mis-server RT: DBD::Pg::st fetchrow failed: no statement executing at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 453. (/opt/rt3/lib/RT.pm:250) Jul 1 11:15:50 mis-server RT: Ticket 255 created in queue 'testing' by jrak (/opt/rt3/lib/RT/Ticket_Overlay.pm:695) Jul 1 11:15:50 mis-server RT: WebRT: No permission to view newly created ticket #255. () (/opt/rt3/share/html/Elements/Error:53) System is running PostgreSQL v. 7.2.4-5.80 apache: 2.0.40-11.9 -Rak From jesse at bestpractical.com Thu Jul 1 12:03:18 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 1 Jul 2004 12:03:18 -0400 Subject: [rt-users] Upgrade issue - Possible permissions problem? In-Reply-To: <200407011120.59077.jeff@theorbitor.com> References: <200407011120.59077.jeff@theorbitor.com> Message-ID: <20040701160318.GV17481@pallas.eruditorum.org> Do you have a log of your upgrade session? This _should_ be taken care of automatically if you upgraded the acls when you did the install. On Thu, Jul 01, 2004 at 11:20:59AM -0400, jeff rak wrote: > Hello all, > > Just upgraded from 3.0.11 to 3.2.0. Everything seems to be working ok, > except when I create a new ticket. As soon as I try to create a > ticket, I'll hit submit, and it says: > > RT Error: > No permission to view newly created ticket #255. > > And then this shows up in the error logs: > > > Jul 1 11:15:50 mis-server RT: DBD::Pg::st execute failed: ERROR: > attributes: Permission denied. > at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 140. > (/opt/rt3/lib/RT.pm:250) > Jul 1 11:15:50 mis-server RT: DBIx::SearchBuilder error:ERROR: > attributes: Permission denied. ^IQuery String is SELECT main.* FROM > Attributes main WHERE ((main.ObjectId = 255)) AND ((main.ObjectType > = 'RT::Ticket')) (/opt/rt3/lib/RT.pm:250) > Jul 1 11:15:50 mis-server RT: DBD::Pg::st fetchrow_hashref failed: no > statement executing > at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 158. > (/opt/rt3/lib/RT.pm:250) > Jul 1 11:15:50 mis-server RT: > #255/1276 - Scrip > 20 New ticket via Email (/opt/rt3/lib/RT/Action/SendEmail.pm:208) > Jul 1 11:15:50 mis-server RT: DBD::Pg::st fetchrow failed: no > statement executing > at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line > 453. (/opt/rt3/lib/RT.pm:250) > Jul 1 11:15:50 mis-server RT: DBD::Pg::st fetchrow_hashref failed: no > statement executing > at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line > 908. (/opt/rt3/lib/RT.pm:250) > Jul 1 11:15:50 mis-server RT: RT::Attachment->Create couldn't, as you > didn't specify a transaction > (/opt/rt3/lib/RT/Attachment_Overlay.pm:121) > Jul 1 11:15:50 mis-server RT: > sent To: > jrak at recres.org Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:268) > Jul 1 11:15:50 mis-server RT: DBD::Pg::st fetchrow failed: no > statement executing > at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line > 453. (/opt/rt3/lib/RT.pm:250) > Jul 1 11:15:50 mis-server RT: DBD::Pg::st fetchrow failed: no > statement executing > at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line > 453. (/opt/rt3/lib/RT.pm:250) > Jul 1 11:15:50 mis-server RT: Ticket 255 created in queue 'testing' > by jrak (/opt/rt3/lib/RT/Ticket_Overlay.pm:695) > Jul 1 11:15:50 mis-server RT: WebRT: No permission to view newly > created ticket #255. () (/opt/rt3/share/html/Elements/Error:53) > > > System is running PostgreSQL v. 7.2.4-5.80 > apache: 2.0.40-11.9 > > -Rak > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. -- From ted at serreyn.com Thu Jul 1 13:29:47 2004 From: ted at serreyn.com (Ted Serreyn) Date: Thu, 1 Jul 2004 12:29:47 -0500 Subject: [rt-users] Build and Displaying time worked. Message-ID: <200407011730.i61HU0gY017704@edison.serreyn.com> Ok, creating a new custom query on Rt-3.2.0. Set the query elements ok (Resolved after June 1, 2004) AND (Status is resolved) This works as expected. But what I now want is to add the time worked, so the tickets can be billed back. Add Time Worked, click right arrow to move into displayed columns and BOOM! Has anyone gotten this to work? System error error: RT::Attribute::ContentType Unimplemented in RT::Attribute. (/usr/rt3/lib/RT/Attribute_Overlay.pm line 227) context: ... 453: else { 454: my ($package, $filename, $line); 455: ($package, $filename, $line) = caller; 456: 457: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 458: } 459: 460: } 461: ... code stack: /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm:457 /usr/rt3/lib/RT/Attribute_Overlay.pm:227 /usr/rt3/lib/RT/Attribute_Overlay.pm:299 /usr/rt3/share/html/Search/Build.html:722 /usr/rt3/share/html/autohandler:199 raw error RT::Attribute::ContentType Unimplemented in RT::Attribute. (/usr/rt3/lib/RT/Attribute_Overlay.pm line 227) Trace begun at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::ContentType Unimplemented in RT::Attribute. (/usr/rt3/lib/RT/Attribute_Overlay.pm line 227) ^J') called at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 457 DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0x956f6b8)') called at /usr/rt3/lib/RT/Attribute_Overlay.pm line 227 RT::Attribute::Content('RT::Attribute=HASH(0x956f6b8)') called at /usr/rt3/lib/RT/Attribute_Overlay.pm line 299 RT::Attribute::SubValue('RT::Attribute=HASH(0x956f6b8)', 'Format') called at /usr/rt3/share/html/Search/Build.html line 722 HTML::Mason::Commands::__ANON__('ActorOp', '=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\' \'__id__/TITLE\', ^M^J\'\'__Subject__/\', ^M^J\'__Status__\', ^M^J\'__QueueName__\', ^M^J\'__OwnerName__\', ^M^J\'__Priority__\', ^M^J\'__NEWLINE__\', ^M^J\'\', ^M^J\'__Requestors__\', ^M^J\'__CreatedRelative__\', ^M^J\'__ToldRelative__\', ^M^J\'__LastUpdatedRelative__\', ^M^J\'__TimeLeft__\'', 'LinksOp', '=', 'PriorityOp', '<', 'idOp', '<', 'SearchId', 'RT::User-166-SavedSearch-1', 'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority', 'SelectDisplayColumns', 11, 'LinksField', 'HasMember', 'ValueOfStatus', '', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query', ' ( Status = \'resolved\' ) AND ( Resolved > \'May 1, 2004\' ) ', 'ValueOfTime', '', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 'AddCol', '->', 'StatusOp', '=', 'DateField', 'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 50, 'ValueOfQueue', '', 'ValueOfid', '', 'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy', 'id', 'Description', 'monthlybilling', 'ActorOp', '=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\' \'__id__/TITLE\', ^M^J\'\'__Subject__/\', ^M^J\'__Status__\', ^M^J\'__QueueName__\', ^M^J\'__OwnerName__\', ^M^J\'__Priority__\', ^M^J\'__NEWLINE__\', ^M^J\'\', ^M^J\'__Requestors__\', ^M^J\'__CreatedRelative__\', ^M^J\'__ToldRelative__\', ^M^J\'__LastUpdatedRelative__\', ^M^J\'__TimeLeft__\'', 'LinksOp', '=', 'PriorityOp', '<', 'idOp', '<', 'SearchId', 'RT::User-166-SavedSearch-1', 'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority', 'SelectDisplayColumns', 11, 'ValueOfStatus', '', 'LinksField', 'HasMember', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query', ' ( Status = \'resolved\' ) AND ( Resolved > \'May 1, 2004\' ) ', 'ValueOfTime', '', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 'AddCol', '->', 'StatusOp', '=', 'TimeField', 'TimeWorked', 'DateField', 'Created', 'RowsPerPage', 50, 'ValueOfQueue', '', 'ValueOfid', '', 'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy', 'id', 'Description', 'monthlybilling') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x957bb4 4)', 'ActorOp', '=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\' \'__id__/TITLE\', ^M^J\'\'__Subject__/\', ^M^J\'__Status__\', ^M^J\'__QueueName__\', ^M^J\'__OwnerName__\', ^M^J\'__Priority__\', ^M^J\'__NEWLINE__\', ^M^J\'\', ^M^J\'__Requestors__\', ^M^J\'__CreatedRelative__\', ^M^J\'__ToldRelative__\', ^M^J\'__LastUpdatedRelative__\', ^M^J\'__TimeLeft__\'', 'LinksOp', '=', 'PriorityOp', '<', 'idOp', '<', 'SearchId', 'RT::User-166-SavedSearch-1', 'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority', 'SelectDisplayColumns', 11, 'LinksField', 'HasMember', 'ValueOfStatus', '', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query', ' ( Status = \'resolved\' ) AND ( Resolved > \'May 1, 2004\' ) ', 'ValueOfTime', '', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 'AddCol', '->', 'StatusOp', '=', 'DateField', 'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 50, 'ValueOfQueue', '', 'ValueOfid', '', 'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy', 'id', 'Description', 'monthlybilling', 'ActorOp', '=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\' \'__id__/TITLE\', ^M^J\'\'__Subject__/\', ^M^J\'__Status__\', ^M^J\'__QueueName__\', ^M^J\'__OwnerName__\', ^M^J\'__Priority__\', ^M^J\'__NEWLINE__\', ^M^J\'\', ^M^J\'__Requestors__\', ^M^J\'__CreatedRelative__\', ^M^J\'__ToldRelative__\', ^M^J\'__LastUpdatedRelative__\', ^M^J\'__TimeLeft__\'', 'LinksOp', '=', 'PriorityOp', '<', 'idOp', '<', 'SearchId', 'RT::User-166-SavedSearch-1', 'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority', 'SelectDisplayColumns', 11, 'ValueOfStatus', '', 'LinksField', 'HasMember', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query', ' ( Status = \'resolved\' ) AND ( Resolved > \'May 1, 2004\' ) ', 'ValueOfTime', '', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 'AddCol', '->', 'StatusOp', '=', 'TimeField', 'TimeWorked', 'DateField', 'Created', 'RowsPerPage', 50, 'ValueOfQueue', '', 'ValueOfid', '', 'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy', 'id', 'Description', 'monthlybilling') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'ActorOp', '=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\' \'__id__/TITLE\', ^M^J\'\'__Subject__/\', ^M^J\'__Status__\', ^M^J\'__QueueName__\', ^M^J\'__OwnerName__\', ^M^J\'__Priority__\', ^M^J\'__NEWLINE__\', ^M^J\'\', ^M^J\'__Requestors__\', ^M^J\'__CreatedRelative__\', ^M^J\'__ToldRelative__\', ^M^J\'__LastUpdatedRelative__\', ^M^J\'__TimeLeft__\'', 'LinksOp', '=', 'PriorityOp', '<', 'idOp', '<', 'SearchId', 'RT::User-166-SavedSearch-1', 'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority', 'SelectDisplayColumns', 11, 'LinksField', 'HasMember', 'ValueOfStatus', '', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query', ' ( Status = \'resolved\' ) AND ( Resolved > \'May 1, 2004\' ) ', 'ValueOfTime', '', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 'AddCol', '->', 'StatusOp', '=', 'DateField', 'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 50, 'ValueOfQueue', '', 'ValueOfid', '', 'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy', 'id', 'Description', 'monthlybilling', 'ActorOp', '=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\' \'__id__/TITLE\', ^M^J\'\'__Subject__/\', ^M^J\'__Status__\', ^M^J\'__QueueName__\', ^M^J\'__OwnerName__\', ^M^J\'__Priority__\', ^M^J\'__NEWLINE__\', ^M^J\'\', ^M^J\'__Requestors__\', ^M^J\'__CreatedRelative__\', ^M^J\'__ToldRelative__\', ^M^J\'__LastUpdatedRelative__\', ^M^J\'__TimeLeft__\'', 'LinksOp', '=', 'PriorityOp', '<', 'idOp', '<', 'SearchId', 'RT::User-166-SavedSearch-1', 'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority', 'SelectDisplayColumns', 11, 'ValueOfStatus', '', 'LinksField', 'HasMember', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query', ' ( Status = \'resolved\' ) AND ( Resolved > \'May 1, 2004\' ) ', 'ValueOfTime', '', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 'AddCol', '->', 'StatusOp', '=', 'TimeField', 'TimeWorked', 'DateField', 'Created', 'RowsPerPage', 50, 'ValueOfQueue', '', 'ValueOfid', '', 'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy', 'id', 'Description', 'monthlybilling') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x 9568da4)', 'ActorOp', '=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\' \'__id__/TITLE\', ^M^J\'\'__Subject__/\', ^M^J\'__Status__\', ^M^J\'__QueueName__\', ^M^J\'__OwnerName__\', ^M^J\'__Priority__\', ^M^J\'__NEWLINE__\', ^M^J\'\', ^M^J\'__Requestors__\', ^M^J\'__CreatedRelative__\', ^M^J\'__ToldRelative__\', ^M^J\'__LastUpdatedRelative__\', ^M^J\'__TimeLeft__\'', 'LinksOp', '=', 'PriorityOp', '<', 'idOp', '<', 'SearchId', 'RT::User-166-SavedSearch-1', 'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority', 'SelectDisplayColumns', 11, 'ValueOfStatus', '', 'LinksField', 'HasMember', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query', ' ( Status = \'resolved\' ) AND ( Resolved > \'May 1, 2004\' ) ', 'ValueOfTime', '', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 'AddCol', '->', 'StatusOp', '=', 'TimeField', 'TimeWorked', 'DateField', 'Created', 'RowsPerPage', 50, 'ValueOfQueue', '', 'ValueOfid', '', 'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy', 'id', 'Description', 'monthlybilling') called at /usr/rt3/share/html/autohandler line 199 HTML::Mason::Commands::__ANON__('ActorOp', '=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\' \'__id__/TITLE\', ^M^J\'\'__Subject__/\', ^M^J\'__Status__\', ^M^J\'__QueueName__\', ^M^J\'__OwnerName__\', ^M^J\'__Priority__\', ^M^J\'__NEWLINE__\', ^M^J\'\', ^M^J\'__Requestors__\', ^M^J\'__CreatedRelative__\', ^M^J\'__ToldRelative__\', ^M^J\'__LastUpdatedRelative__\', ^M^J\'__TimeLeft__\'', 'LinksOp', '=', 'PriorityOp', '<', 'idOp', '<', 'SearchId', 'RT::User-166-SavedSearch-1', 'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority', 'SelectDisplayColumns', 11, 'LinksField', 'HasMember', 'ValueOfStatus', '', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query', ' ( Status = \'resolved\' ) AND ( Resolved > \'May 1, 2004\' ) ', 'ValueOfTime', '', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 'AddCol', '->', 'StatusOp', '=', 'DateField', 'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 50, 'ValueOfQueue', '', 'ValueOfid', '', 'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy', 'id', 'Description', 'monthlybilling') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x851f71 c)', 'ActorOp', '=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\' \'__id__/TITLE\', ^M^J\'\'__Subject__/\', ^M^J\'__Status__\', ^M^J\'__QueueName__\', ^M^J\'__OwnerName__\', ^M^J\'__Priority__\', ^M^J\'__NEWLINE__\', ^M^J\'\', ^M^J\'__Requestors__\', ^M^J\'__CreatedRelative__\', ^M^J\'__ToldRelative__\', ^M^J\'__LastUpdatedRelative__\', ^M^J\'__TimeLeft__\'', 'LinksOp', '=', 'PriorityOp', '<', 'idOp', '<', 'SearchId', 'RT::User-166-SavedSearch-1', 'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority', 'SelectDisplayColumns', 11, 'LinksField', 'HasMember', 'ValueOfStatus', '', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query', ' ( Status = \'resolved\' ) AND ( Resolved > \'May 1, 2004\' ) ', 'ValueOfTime', '', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 'AddCol', '->', 'StatusOp', '=', 'DateField', 'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 50, 'ValueOfQueue', '', 'ValueOfid', '', 'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy', 'id', 'Description', 'monthlybilling') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1069 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'ActorOp', '=', 'AndOr', 'AND', 'WatcherOp', 'LIKE', 'ValueOfActor', '', 'Format', '\' \'__id__/TITLE\', ^M^J\'\'__Subject__/\', ^M^J\'__Status__\', ^M^J\'__QueueName__\', ^M^J\'__OwnerName__\', ^M^J\'__Priority__\', ^M^J\'__NEWLINE__\', ^M^J\'\', ^M^J\'__Requestors__\', ^M^J\'__CreatedRelative__\', ^M^J\'__ToldRelative__\', ^M^J\'__LastUpdatedRelative__\', ^M^J\'__TimeLeft__\'', 'LinksOp', '=', 'PriorityOp', '<', 'idOp', '<', 'SearchId', 'RT::User-166-SavedSearch-1', 'Size', '', 'ActorField', 'Owner', 'PriorityField', 'Priority', 'SelectDisplayColumns', 11, 'LinksField', 'HasMember', 'ValueOfStatus', '', 'ValueOfLinks', '', 'ValueOfPriority', '', 'Query', ' ( Status = \'resolved\' ) AND ( Resolved > \'May 1, 2004\' ) ', 'ValueOfTime', '', 'AttachmentOp', 'LIKE', 'ValueOfDate', '', 'TimeOp', '<', 'QueueOp', '=', 'Title', '', 'Order', 'ASC', 'AttachmentField', 'Subject', 'Face', '', 'Link', 'None', 'AddCol', '->', 'StatusOp', '=', 'DateField', 'Created', 'TimeField', 'TimeWorked', 'RowsPerPage', 50, 'ValueOfQueue', '', 'ValueOfid', '', 'WatcherField', 'Requestor.EmailAddress', 'LoadSavedSearch', '', 'ValueOfWatcher', '', 'ValueOfAttachment', '', 'DateOp', '<', 'OrderBy', 'id', 'Description', 'monthlybilling') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9568d a4)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0x9568da4)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0x86314c8)', 'Apache=SCALAR(0x96175d4)') called at /usr/rt3/bin/webmux.pl line 145 eval {...} at /usr/rt3/bin/webmux.pl line 145 RT::Mason::handler('Apache=SCALAR(0x96175d4)') called at /dev/null line 0 eval {...} at /dev/null line 0 -- Ted Serreyn Phone:262-432-0260 Fax:262-432-0232 Serreyn Network Services, LLC http://www.serreyn.com/ From Richard.Ellis at Sun.COM Thu Jul 1 13:25:24 2004 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Thu, 01 Jul 2004 18:25:24 +0100 Subject: [rt-users] RT3.2.0 Message-ID: <25fc327c18.27c1825fc3@eris-mail1.uk.sun.com> Its probably me just being dumb, but its been a very long day already. We had some customisations in the /share/html/index.html file in pre 3.2.0, but the purpose of this file has changed. Where is the new location for adding these in? I want to add Quicklistings between Quick search and refresh options. Thanks Rik From lumpau at freeshell.org Thu Jul 1 13:23:09 2004 From: lumpau at freeshell.org (Renat Lumpau) Date: Thu, 01 Jul 2004 13:23:09 -0400 Subject: [rt-users] Gentoo ebuild for rt-3.2.0 Message-ID: <40E4487D.7080300@freeshell.org> -----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 rt-users, A Gentoo ebuild for RT 3.2.0 is available at http://bugs.gentoo.org/show_bug.cgi?id=54764 - - Support for Apache2, mod_perl2, and fastcgi has been added - - The ebuild now uses the webapp framework, which simplifies configuring virtual hosts - - There is no scgi support, but adding it should be trivial. If anyone has instructions for configuring RT with scgi, please let me know. As always, questions/comments/suggestions are most welcome. - -- Renat Lumpau lumpau at post.harvard.edu --> lumpau at freeshell.org -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.2.4 (GNU/Linux) Comment: Using GnuPG with Thunderbird - http://enigmail.mozdev.org iD8DBQFA5Eh9EzitwsaoONoRAoxFAJ9ciRCfLPPZd8iShrBpDmt/cy4RTACg04u/ DAS7+25jso7d6VsGzTAWZvs= =9Cx2 -----END PGP SIGNATURE----- From sean at wilburnconsulting.com Thu Jul 1 13:46:22 2004 From: sean at wilburnconsulting.com (Sean Wilburn) Date: Thu, 1 Jul 2004 13:46:22 -0400 Subject: [rt-users] New Installation, faulty Search Funcion Message-ID: <200407011346.AA583336256@wilburnconsulting.com> I have installed RT & it's necesary components under FreeBSD. I have 90% of all the functionality working, however I am seeing a problem that has been briefly discussed in your archives. Unfortunately none of the information thus far has helped solve the issue. Here's what's up. Local configuration: Running FreeBSD 5.2.1 Perl 5.8.2 (compiled from ports before RT or modules installed) Rt version 3.0.10 Mod_perl 1.29 Perl CPAN says your freezethaw and mason are up to date. I am not using any international languages. Visible Problem: When I log in to RT & go to search tickets I get a 'System Error'. This error does not happen if I click the 'search' button in the upper right, but if I click the one in th elower right (with or without any search requirements set) I recive the error. It's the same error I get when I try and create a new class in RTFM. HTTP Error Screen: ----------------------------------- error: no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.2/Log/Dispatch/Syslog.pm line 77 context: ... 187: # whether they should generate a full stack trace (confess() and cluck()) 188: # or simply report the caller's package (croak() and carp()), respectively. 189: # confess() and croak() die, carp() and cluck() warn. 190: 191: sub croak { die shortmess @_ } 192: sub confess { die longmess @_ } 193: sub carp { warn shortmess @_ } 194: sub cluck { warn longmess @_ } 195: ... code stack: /usr/local/lib/perl5/5.8.2/Carp.pm:191 /usr/local/lib/perl5/5.8.2/mach/Sys/Syslog.pm:429 /usr/local/lib/perl5/5.8.2/mach/Sys/Syslog.pm:337 /usr/local/lib/perl5/site_perl/5.8.2/Log/Dispatch/Syslog.pm:77 /usr/local/lib/perl5/site_perl/5.8.2/Log/Dispatch/Output.pm:41 /usr/local/lib/perl5/site_perl/5.8.2/Log/Dispatch.pm:95 /usr/local/lib/perl5/site_perl/5.8.2/Log/Dispatch.pm:74 /usr/local/lib/perl5/site_perl/5.8.2/Log/Dispatch.pm:22 /usr/local/www/rt-ticket/lib/RT/Tickets_Overlay.pm:902 /usr/local/www/rt-ticket/lib/RT/Interface/Web.pm:602 /usr/local/www/rt-ticket/share/html/Search/Listing.html:101 /usr/local/www/rt-ticket/share/html/autohandler:196 raw error --------------------------------------------- Log FIles: This message appears in the logs... "Do not know how to thaw data with code `F' " Any help resolving this issue would be greatly appreciated. Thanks in advance, Sean Wilburn Network Therapist www.WilburnConsulting.com 619.368.4250 From cubic at acronis.ru Thu Jul 1 14:06:55 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 01 Jul 2004 22:06:55 +0400 Subject: [rt-users] New Installation, faulty Search Funcion In-Reply-To: <200407011346.AA583336256@wilburnconsulting.com> References: <200407011346.AA583336256@wilburnconsulting.com> Message-ID: <40E452BF.4060105@acronis.ru> Sean Wilburn wrote: > I have installed RT & it's necesary components under FreeBSD. I have 90% of all the functionality working, however I am seeing a problem that has been briefly discussed in your archives. Unfortunately none of the information thus far has helped solve the issue. Here's what's up. > [snip] > > HTTP Error Screen: > ----------------------------------- > error: no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.2/Log/Dispatch/Syslog.pm line 77 http://wiki.bestpractical.com/index.cgi?RT3OnSolaris > > raw error > --------------------------------------------- > > Log FIles: > This message appears in the logs... > "Do not know how to thaw data with code `F' " Fixed in 3.0.11 From crazypheel at hotmail.com Thu Jul 1 14:13:05 2004 From: crazypheel at hotmail.com (Philip Shon) Date: Thu, 1 Jul 2004 13:13:05 -0500 Subject: [rt-users] Plugins Message-ID: I've searched the mailing list and I can't seem to find a definitive answer. I want to try using the Spamassassin plugin for rt-mailgate, so I can gain a better understanding of how the MailPlugin feature works. I can't seem to find where I could would place Filter::SpamAssassin in @RT::MailPlugin. Here are my two guesses, 1) In Mail.pm: I place the command: push @RT::MailPlugins, "Filter::SpamAssassin" in line 760 right after it says push @RT::MailPlugins, "Auth::MailFrom" unless @RT::MailPlugins so the chunk of code in Mail.pm would look like this push @RT::MailPlugins, "Auth::MailFrom" unless @RT::MailPlugins; push @RT::MailPlugins, "Filter::SpamAssassin"; ###### LINE THAT I AM THINKING OF ADDING # Since this needs loading, no matter what for (@RT::MailPlugins) { 2) In RT_SiteConfig.pm adding the line: push @RT::MailPlugins, "Filter::SpamAssassin"; 3) something else......??? Maybe I'm approaching this wrong, if I am (which I'm sure of) I'd appreciate it if someone would point me in the right direction. Thank you. -Phil -------------- next part -------------- An HTML attachment was scrubbed... URL: From vivek at khera.org Thu Jul 1 14:30:17 2004 From: vivek at khera.org (Vivek Khera) Date: Thu, 1 Jul 2004 14:30:17 -0400 Subject: [rt-users] FreeBSD Apache port questions In-Reply-To: <20040630055024.GU59206@internode.com.au> References: <40E1876D.2080106@lehigh.edu> <20040630055024.GU59206@internode.com.au> Message-ID: On Jun 30, 2004, at 1:50 AM, Justin Hawkins wrote: > I'm also not convinced if it was *ever* true under FreeBSD. > > I've certainly never had any problem with mod_perl compiled out of > ports, as a DSO. the only issue I have in freebsd with DSO mod_perl is when doing graceful restart, it bloats memory with a massive leak. with stop/start it has no issues whatsoever. -------------- next part -------------- A non-text attachment was scrubbed... Name: smime.p7s Type: application/pkcs7-signature Size: 2476 bytes Desc: not available URL: From jeff at theorbitor.com Thu Jul 1 14:49:30 2004 From: jeff at theorbitor.com (jeff rak) Date: Thu, 1 Jul 2004 14:49:30 -0400 Subject: [rt-users] Upgrade issue - Possible permissions problem? - SOLVED Message-ID: <200407011449.30508.jeff@theorbitor.com> Wasn't a problem at all. I need to go back to school and learn how to read directions ;-) -rak ---------- ::Forwarded Message:: ---------- Subject: Upgrade issue - Possible permissions problem? Date: Thursday 01 July 2004 11:20 am From: jeff rak To: rt-users at lists.bestpractical.com Hello all, Just upgraded from 3.0.11 to 3.2.0. Everything seems to be working ok, except when I create a new ticket. As soon as I try to create a ticket, I'll hit submit, and it says: RT Error: No permission to view newly created ticket #255. And then this shows up in the error logs: Jul 1 11:15:50 mis-server RT: DBD::Pg::st execute failed: ERROR: attributes: Permission denied. at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 140. (/opt/rt3/lib/RT.pm:250) Jul 1 11:15:50 mis-server RT: DBIx::SearchBuilder error:ERROR: attributes: Permission denied. ^IQuery String is SELECT main.* FROM Attributes main WHERE ((main.ObjectId = 255)) AND ((main.ObjectType = 'RT::Ticket')) (/opt/rt3/lib/RT.pm:250) Jul 1 11:15:50 mis-server RT: DBD::Pg::st fetchrow_hashref failed: no statement executing at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder.pm line 158. (/opt/rt3/lib/RT.pm:250) Jul 1 11:15:50 mis-server RT: #255/1276 - Scrip 20 New ticket via Email (/opt/rt3/lib/RT/Action/SendEmail.pm:208) Jul 1 11:15:50 mis-server RT: DBD::Pg::st fetchrow failed: no statement executing at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 453. (/opt/rt3/lib/RT.pm:250) Jul 1 11:15:50 mis-server RT: DBD::Pg::st fetchrow_hashref failed: no statement executing at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line 908. (/opt/rt3/lib/RT.pm:250) Jul 1 11:15:50 mis-server RT: RT::Attachment->Create couldn't, as you didn't specify a transaction (/opt/rt3/lib/RT/Attachment_Overlay.pm:121) Jul 1 11:15:50 mis-server RT: sent To: jrak at recres.org Cc: Bcc: (/opt/rt3/lib/RT/Action/SendEmail.pm:268) Jul 1 11:15:50 mis-server RT: DBD::Pg::st fetchrow failed: no statement executing at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 453. (/opt/rt3/lib/RT.pm:250) Jul 1 11:15:50 mis-server RT: DBD::Pg::st fetchrow failed: no statement executing at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 453. (/opt/rt3/lib/RT.pm:250) Jul 1 11:15:50 mis-server RT: Ticket 255 created in queue 'testing' by jrak (/opt/rt3/lib/RT/Ticket_Overlay.pm:695) Jul 1 11:15:50 mis-server RT: WebRT: No permission to view newly created ticket #255. () (/opt/rt3/share/html/Elements/Error:53) System is running PostgreSQL v. 7.2.4-5.80 apache: 2.0.40-11.9 -Rak ------------------------------------------------------- From iqbala-rt-users at qwestip.net Thu Jul 1 15:36:46 2004 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Thu, 1 Jul 2004 15:36:46 -0400 Subject: [rt-users] Build.html error Message-ID: <20040701193646.GB3451@qwestip.net> Hi All I am noticing my @INC is not including the following libs /usr/local/lib/perl5/5.8.4/sun4-solaris /usr/local/lib/perl5/5.8.4 /usr/local/lib/perl5/site_perl/5.8.4/sun4-solaris /usr/local/lib/perl5/site_perl/5.8.4 Here is error message I get when trying to read the Build.html file Error during compilation of /opt/rt3/share/html/Search/Build.html: Can't locate Tree/Simple.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/local/lib/perl5/5.8.0/sun4-solaris /usr/local/lib/perl5/5.8.0 /usr/local/lib/perl5/site_perl/5.8.0/sun4-solaris /usr/local/lib/perl5/site_perl/5.8.0 /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at /opt/rt3/share/html/Search/Build.html line 79. I get the same error when clicking RSS Error during compilation of /opt/rt3/share/html/Search/Results.rdf: Can't locate XML/RSS.pm in @INC (@INC contains: /opt/rt3/local/lib /opt/rt3/lib /usr/local/lib/perl5/5.8.0/sun4-solaris /usr/local/lib/perl5/5.8.0 /usr/local/lib/perl5/site_perl/5.8.0/sun4-solaris /usr/local/lib/perl5/site_perl/5.8.0 /usr/local/lib/perl5/site_perl/5.6.1 /usr/local/lib/perl5/site_perl . /usr/local/apache/ /usr/local/apache/lib/perl) at /opt/rt3/share/html/Search/Results.rdf line 10. I can't locate the Simple.pm and RSS.pm but since those paths are not in @INC it fails. /usr/local/lib/perl5/site_perl/5.8.4/Tree/Simple.pm /usr/local/lib/perl5/site_perl/5.8.4/XML/RSS.pm Now my question is where is the one place that I can add those paths for @INC to include them in its list of lib dirs? I could go ahead and ask this question to perl community for a quick tip but I like to fix it the right way, hence asking it here Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From cwfox at fujitsu.com Thu Jul 1 16:19:03 2004 From: cwfox at fujitsu.com (Camron W. Fox) Date: Thu, 1 Jul 2004 10:19:03 -1000 Subject: [rt-users] TEST Message-ID: TEST. Best Regards, Camron Camron W. Fox Hilo Office High Performance Computing Group Fujitsu America, INC. From cwfox at fujitsu.com Thu Jul 1 16:43:44 2004 From: cwfox at fujitsu.com (Camron W. Fox) Date: Thu, 1 Jul 2004 10:43:44 -1000 Subject: [rt-users] Mason Handler Error after 3.2.0 installation. Message-ID: Alle, I've just done a scratch install of RT3.2.0 on RHEL3, Perl 5.8.3, Apache 2.0.46, FCGI 2.4.0. All required perl mods are installed. After starting the apache server, I get the following errors in /var/log/httpd/error_log: Can't locate /usr/local/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: /usr/local/rt3/local/lib /usr/local/rt3/lib /usr/local/lib/perl5/5.8.3/i686-linux /usr/local/lib/perl5/5.8.3 /usr/local/lib/perl5/site_perl/5.8.3/i686-linux /usr/local/lib/perl5/site_perl/5.8.3 /usr/local/lib/perl5/site_perl .) at /usr/local/rt3/lib/RT.pm line 105. Compilation failed in require at /usr/local/rt3/bin/mason_handler.fcgi line 28. [Wed Jun 30 14:12:12 2004] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" (pid 18385) terminated by calling exit with status '13' Here is my rt setup in httpd.conf: LoadModule fastcgi_module modules/mod_fastcgi.so FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes 10 DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/ ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/ Any help would be appreciated. Best Regards, Camron Camron W. Fox Hilo Office High Performance Computing Group Fujitsu America, INC. From eboles.lists at gazette.com Thu Jul 1 16:51:51 2004 From: eboles.lists at gazette.com (Erik Boles) Date: Thu, 01 Jul 2004 14:51:51 -0600 Subject: [rt-users] Changing refresh time Message-ID: I saw this post one other place, but the answer to it was "hack the code" with no real details. Anyone have any better thoughts on this? I found the code in /Elements/Refresh, but am not sure how to go about changing it to default to something other than "do not refresh this page". Ideally I would like to remove the option to the end user altogether and set the time to 30 seconds. Also, it looks like the only page that refreshes is the index.html page, once you go into the general Queue it quits refreshing and when you go back to the home page you need to reset your refresh again. Am I seeing that right? Thanks for any input and suggestions. --Erik From m-liebman at northwestern.edu Thu Jul 1 16:54:34 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 1 Jul 2004 16:54:34 -0400 Subject: [rt-users] Mason Handler Error after 3.2.0 installation. In-Reply-To: References: Message-ID: <20040701205434.GB16462@SDF.LONESTAR.ORG> On Thu, Jul 01, 2004 at 10:43:44AM -1000, Camron W. Fox wrote: > Alle, > > I've just done a scratch install of RT3.2.0 on RHEL3, Perl 5.8.3, Apache > 2.0.46, FCGI 2.4.0. All required perl mods are installed. After starting the > apache server, I get the following errors in /var/log/httpd/error_log: > > Can't locate /usr/local/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: Check the permissions on the file. Make sure it is readable by the user running the webserver. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From bobg at uic.edu Thu Jul 1 16:50:42 2004 From: bobg at uic.edu (Bob Goldstein) Date: Thu, 01 Jul 2004 15:50:42 -0500 Subject: [rt-users] Mason Handler Error after 3.2.0 installation. In-Reply-To: Your message of "Thu, 01 Jul 2004 10:43:44 -1000." Message-ID: <200407012050.i61Kog2d005347@shark.cc.uic.edu> You sure that /usr/local/rt3/etc/RT_SiteConfig.pm exists, and that it is readable by the process running your fcgi program? bobg >Alle, > > I've just done a scratch install of RT3.2.0 on RHEL3, Perl 5.8.3, Apach >e >2.0.46, FCGI 2.4.0. All required perl mods are installed. After starting the >apache server, I get the following errors in /var/log/httpd/error_log: > >Can't locate /usr/local/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: >/usr/local/rt3/local/lib /usr/local/rt3/lib >/usr/local/lib/perl5/5.8.3/i686-linux /usr/local/lib/perl5/5.8.3 >/usr/local/lib/perl5/site_perl/5.8.3/i686-linux >/usr/local/lib/perl5/site_perl/5.8.3 /usr/local/lib/perl5/site_perl .) at >/usr/local/rt3/lib/RT.pm line 105. >Compilation failed in require at /usr/local/rt3/bin/mason_handler.fcgi line >28. >[Wed Jun 30 14:12:12 2004] [warn] FastCGI: server >"/usr/local/rt3/bin/mason_handler.fcgi" (pid 18385) terminated by calling >exit with status '13' > >Here is my rt setup in httpd.conf: > > > >LoadModule fastcgi_module modules/mod_fastcgi.so > > > FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout >300 -processes 10 > > > >DocumentRoot /usr/local/rt3/share/html >AddDefaultCharset UTF-8 >Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/ > > ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/ > > > > > > Any help would be appreciated. > >Best Regards, >Camron > >Camron W. Fox >Hilo Office >High Performance Computing Group >Fujitsu America, INC. > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Developer and Administrator training is coming to LA, DC and Frankfurt this > spring and summer. >http://bestpractical.com/services/training.html > >Sign up early, as class space is limited. > > > >!DSPAM:40e4783d53155800621023! > > From alesh at sportina.si Thu Jul 1 17:41:07 2004 From: alesh at sportina.si (=?iso-8859-2?B?QWxluSBTdbluaWs=?=) Date: Thu, 1 Jul 2004 23:41:07 +0200 Subject: [rt-users] Changing refresh time In-Reply-To: Message-ID: <200407012141.i61LfCN7013440@ sportina.si> Change Elements/Refresh to: <%INIT> my @refreshevery = qw(30); <%ARGS> $Name => undef $Default => 0 and Elements/Header part: % if ($Refresh > 0) { % } to: To achieve your goal. A. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Erik Boles Sent: Thursday, July 01, 2004 10:52 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Changing refresh time I saw this post one other place, but the answer to it was "hack the code" with no real details. Anyone have any better thoughts on this? I found the code in /Elements/Refresh, but am not sure how to go about changing it to default to something other than "do not refresh this page". Ideally I would like to remove the option to the end user altogether and set the time to 30 seconds. Also, it looks like the only page that refreshes is the index.html page, once you go into the general Queue it quits refreshing and when you go back to the home page you need to reset your refresh again. Am I seeing that right? Thanks for any input and suggestions. --Erik _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. http://bestpractical.com/services/training.html Sign up early, as class space is limited. From les at futuresource.com Thu Jul 1 17:38:26 2004 From: les at futuresource.com (Les Mikesell) Date: Thu, 01 Jul 2004 16:38:26 -0500 Subject: [rt-users] FreeBSD Apache port questions In-Reply-To: <20040630055024.GU59206@internode.com.au> References: <40E1876D.2080106@lehigh.edu> <20040630055024.GU59206@internode.com.au> Message-ID: <1088717905.21565.16.camel@moola.futuresource.com> On Wed, 2004-06-30 at 00:50, Justin Hawkins wrote: > I'm not convinced that the old mantra 'mod_perl as a DSO is bad' is > still true. > > I'm also not convinced if it was *ever* true under FreeBSD. > > I've certainly never had any problem with mod_perl compiled out of > ports, as a DSO. > > I have an RT implementation in production under it right now. I think the big problem was with RedHat's pre-7.3 releases. Somewhere as an update to 7.2 they finally got the compile options right for the DSO version and it worked correctly other than the well-known memory leak on an apache graceful restart. I haven't trusted mod_perl under Apache 2.0 enough to try it on RH 8+/fedora. --- Les Mikesell les at futuresource.com From JChen at paymentone.com Thu Jul 1 19:10:19 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Thu, 1 Jul 2004 16:10:19 -0700 Subject: [rt-users] Multiple owners of a ticket... Message-ID: <6D6E09D687772640AA41F009EB85FE0502F878@CPMAL00.corpnet.p1.local> Jonathan Chen Hi RT users, I am wondering if its possible to create a ticket where you you have multiple owners. 1 owner to complete task A, while owner 2 work on task B and etc... I'm currently running... RH 9 Apache 2 w/ fastcgi RT 3.11 Perl 5.8.3 MySQL 4.x -Jonathan From cwfox at fujitsu.com Thu Jul 1 21:20:20 2004 From: cwfox at fujitsu.com (Camron W. Fox) Date: Thu, 1 Jul 2004 15:20:20 -1000 Subject: [rt-users] RT 3.2.0 Ticket Search in Japanese. Message-ID: Alle, I know this is probably a stupid question, but can RT do searches in one of the interface languages other than English (Japanese for example). Does the browser have to be set up for specific encoding? Best Regards, Camron Camron W. Fox Hilo Office High Performance Computing Group Fujitsu America, INC. E-mail: cwfox at fujitsu.com Phone: (808) 934-4102 Pager: (808) 934-1290 Cell: (808) 937-5026 From iqbala-rt-users at qwestip.net Thu Jul 1 22:17:01 2004 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Thu, 1 Jul 2004 22:17:01 -0400 Subject: [rt-users] RT Home Page customization Message-ID: <20040702021701.GH3451@qwestip.net> Hi All I upgraded my RT from 3.0.11 to 3.2.0. Its awesome. However one thing I like to change in the home page. How do I replace the section " 10 newest unowned tickets..." with the "10 high priority tickets I request.." just like the old version of RT 3.0.11? Any help would be greatly appreciated Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From m-liebman at northwestern.edu Thu Jul 1 22:38:54 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 01 Jul 2004 22:38:54 -0400 Subject: [rt-users] RT3.2.0 In-Reply-To: <25fc327c18.27c1825fc3@eris-mail1.uk.sun.com> References: <25fc327c18.27c1825fc3@eris-mail1.uk.sun.com> Message-ID: <6.1.1.1.2.20040701223700.03677590@mail.freeshell.org> At 01:25 PM 7/1/2004, Richard Ellis wrote: >We had some customisations in the /share/html/index.html file in pre >3.2.0, but the purpose of this file has changed. Where is the new location >for adding these in? > >I want to add Quicklistings between Quick search and refresh options. Look below the license text. It's all there still in index.html Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From jens at cyber.com.au Thu Jul 1 23:14:24 2004 From: jens at cyber.com.au (Jens Porup) Date: Fri, 2 Jul 2004 13:14:24 +1000 Subject: [rt-users] custom status? Message-ID: <20040702031424.GC22979@vanilla.office.cyber.com.au> G'day, I want to set up an RT queue with my own status values. I could add a custom variable field to do this, but since I want to call it "status", and its purpose would be to store status information, I'm wondering if I can't just change the basic status variable to contain the enum list of values that I want. Is this possible? feasible? Relatively not a pain to do? Thanks, Jens From Hans-Martin.Mosner at GEFA.de Fri Jul 2 03:16:21 2004 From: Hans-Martin.Mosner at GEFA.de (Hans-Martin Mosner) Date: Fri, 2 Jul 2004 09:16:21 +0200 Subject: [rt-users] Multiple owners of a ticket... Message-ID: AFAIK, there is no provision for multiple owners of a ticket. But the situation that you describe (separate subtasks handled by different people) can be handled perfectly well using relationships. Just create separate subtickets for the tasks A and B, and connect them to the main ticket using either the parent/child or the dependsOn relationship. However, I don't know whether there is a mechanism such that the main ticket would be automatically marked as resolved as soon as all subtickets are resolved. You should be able to find that info in the docs... Cheers, Hans-Martin From dustin at cnw.com Fri Jul 2 04:00:32 2004 From: dustin at cnw.com (dustin at cnw.com) Date: Fri, 2 Jul 2004 01:00:32 -0700 (PDT) Subject: [rt-users] Wrapping of comment text. Message-ID: Hello, When a user of our RT installation submits a comment on a ticket, the comment is word-wrapped. Generally the word wrapping does not accommodate the needs of the person submitting the comment (ie, wraps too soon, making it difficult to read a comment). Word wrapping behavior also seems to be different between submitting a new ticket and commenting on that ticket. (It looks like newlines are being inserted somewhere in the line after some number of characters). I've tried to track down the source of the word wrapping and have been unable to find it (I haven't looked *too* deeply). But adding a comment seemed to happen somewhere within the autohandler and I had to stop looking for the day. I would like to know where this word wrapping occurs and how to change the behavior of it. If this information is in the manual somewhere and I have overlooked it, I apologize for asking. Regards, Dustin From cubic at acronis.ru Fri Jul 2 04:29:13 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 02 Jul 2004 12:29:13 +0400 Subject: [rt-users] Multiple owners of a ticket... In-Reply-To: References: Message-ID: <40E51CD9.5090300@acronis.ru> Hans-Martin Mosner wrote: > AFAIK, there is no provision for multiple owners of a ticket. > But the situation that you describe (separate subtasks handled by different > people) can be handled perfectly well using relationships. > Just create separate subtickets for the tasks A and B, and connect them to > the main ticket using either the parent/child or the dependsOn > relationship. Agree, this workflow is better. > However, I don't know whether there is a mechanism such that the main > ticket would be automatically marked as resolved as soon as all subtickets > are resolved. Yes it's possible: http://wiki.bestpractical.com/index.cgi?OpenTicketOnAllMemberResolve > You should be able to find that info in the docs... > > Cheers, > Hans-Martin From cubic at acronis.ru Fri Jul 2 04:32:25 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Fri, 02 Jul 2004 12:32:25 +0400 Subject: [rt-users] Wrapping of comment text. In-Reply-To: References: Message-ID: <40E51D99.7080809@acronis.ru> RT_Config.pm # Default wrapping: "HARD" (choices "SOFT", "HARD") Set($MessageBoxWrap, "HARD"); Ruslan. dustin at cnw.com wrote: > Hello, > > When a user of our RT installation submits a comment on a ticket, the > comment is word-wrapped. Generally the word wrapping does not accommodate > the needs of the person submitting the comment (ie, wraps too soon, > making it difficult to read a comment). Word wrapping behavior also seems > to be different between submitting a new ticket and commenting on that > ticket. (It looks like newlines are being inserted somewhere in the line > after some number of characters). > > I've tried to track down the source of the word wrapping and have been > unable to find it (I haven't looked *too* deeply). But adding a comment > seemed to happen somewhere within the autohandler and I had to stop > looking for the day. > > I would like to know where this word wrapping occurs and how to change > the behavior of it. If this information is in the manual somewhere and I > have overlooked it, I apologize for asking. > > Regards, > Dustin From T.Lettenbauer at MBS42.de Fri Jul 2 04:50:02 2004 From: T.Lettenbauer at MBS42.de (Lettenbauer, Thomas) Date: Fri, 2 Jul 2004 10:50:02 +0200 Subject: [rt-users] rt 3.2.0 - Search problem Message-ID: Hello all, after upgrading to RT 3.2.0 i have problems with the search functionality. The result shows only lines with the content "##id##". Do you have any ideas? Kind regards, Thomas -------------- next part -------------- An HTML attachment was scrubbed... URL: From cerion at open-works.co.uk Fri Jul 2 04:44:52 2004 From: cerion at open-works.co.uk (Cerion Armour-Brown) Date: Fri, 2 Jul 2004 10:44:52 +0200 Subject: [rt-users] Wrapping of comment text. In-Reply-To: References: Message-ID: <200407021044.52632.cerion@open-works.co.uk> On Friday 02 July 2004 10:00, dustin at cnw.com wrote: > I would like to know where this word wrapping occurs and how to change > the behavior of it. If this information is in the manual somewhere and I > have overlooked it, I apologize for asking. You could try changing these in RT_SiteConfig: Set($MessageBoxWidth , 72); Set($MessageBoxWrap, "HARD"); Cerion From anders.ekstrand at drutt.com Fri Jul 2 06:09:38 2004 From: anders.ekstrand at drutt.com (Anders Ekstrand) Date: Fri, 2 Jul 2004 12:09:38 +0200 Subject: [rt-users] RT: 3.2.0: No links in search results Message-ID: Just to let you know: I have been using RT 3.0.11 since it was released and upgraded to RT 3.2.0 yesterday. I got some strange behaviours, so I decided to move away my whole /opt/rt3 directory and run a "make install" instead of "make upgrade". After this I got a working RT, but none of my search results contained any links. (This applied to the two boxes on the "Home" page, and the results of manual queries.) I solved the issue by manually upgrading all perl modules listed when running "make testdeps" (perl -MCPAN -e 'install '). I haven't got a clue on which of the upgrades that actually solved it, though, but I'd guess that at leat one dependency should be changed. Apart from this, RT 3.2.0 is really something! Thanks for a superb product. Regards - Anders Ekstrand ########################################### This message has been scanned by F-Secure Anti-Virus for Microsoft Exchange. For more information, connect to http://www.F-Secure.com/ From lists at flothow.de Fri Jul 2 06:13:48 2004 From: lists at flothow.de (Sebastian Flothow) Date: Fri, 2 Jul 2004 12:13:48 +0200 Subject: [rt-users] Overriding Precedence Header In-Reply-To: <033c01c45e54$d67a7570$090a000a@dazzalap> References: <890CB7E8-CA22-11D8-92CB-000393D541EC@kavi.com><1088555808.11032.50.camel@zoq-fot-pik.mit.edu> <20040630005917.GC17481@pallas.eruditorum.org> <033c01c45e54$d67a7570$090a000a@dazzalap> Message-ID: <82625A09-CC10-11D8-8004-000393B2BB20@flothow.de> Am 30. Jun 2004 um 05:44 Uhr schrieb Darren Nickerson: > After some digging, it turns out their spam filters had interpreted > the bulk precedence header as a sure sign that our correspondence was > spam-tastic. I think I encountered the same problem yesterday. One of our staff didn't receive mail from RT any more, and I got bounces (saying the address didn't exist!). His spam filter behaved weirdly, and we had to frob config options at random to get it to work, so I can't say for sure that it was the Precedence header, but it seemed likely to me. My question: Is there any kind of standards document regarding the "Precedence: Bulk" convention? This would be great when dealing with spam filter manufacturers, as I could simply say "your filter is broken, it's violating TLA 42" or something like that, rather than having to argue about the correct interpretation of the Precedence header. Sebastian -- Sebastian Flothow sebastian at flothow.de Because it reverses the logical flow of conversation. > Why is top posting frowned upon? From m-liebman at northwestern.edu Fri Jul 2 09:28:05 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Fri, 2 Jul 2004 09:28:05 -0400 Subject: [rt-users] custom status? In-Reply-To: <20040702031424.GC22979@vanilla.office.cyber.com.au> References: <20040702031424.GC22979@vanilla.office.cyber.com.au> Message-ID: <20040702132805.GB811@SDF.LONESTAR.ORG> On Fri, Jul 02, 2004 at 01:14:24PM +1000, Jens Porup wrote: > > G'day, > > I want to set up an RT queue with my own status values. Please read the list archives from the past couple of weeks as this has been discussed at length. Specifically, you want to look at this thread on how you can do things now: http://lists.bestpractical.com/pipermail/rt-users/2004-June/023877.html and this thread on possible enhancements: http://lists.bestpractical.com/pipermail/rt-users/2004-June/023951.html. Those threads continue beyond where mailman has threaded them. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From kpietri at nvps.net Fri Jul 2 10:03:55 2004 From: kpietri at nvps.net (Karl Pietri) Date: Fri, 2 Jul 2004 10:03:55 -0400 Subject: [rt-users] Aprovals Message-ID: <020201c4603d$6981ead0$4204010a@velocidad> Im having some trouble with aprovals and so far google hates me and returns nothing when i search. i have setup the script: On Create Create tickets with template Aproval here is the template aproval: ==Create-Ticket: approval Queue: Approvals Requestor: {$TOP->Requestor} Type: Approval Owner: kpietri Depended-On-By: {$Tickets{"TOP"}->Id} Refers-To: {$Tickets{"TOP"}->Id} Subject: Approval for ticket: {$Tickets{"TOP"}->Id} - {$Tickets{"TOP"}->Subject} Content-Type: text/plain Content: Your approval is requested for the ticket {$Tickets{"TOP"}->Id}: {$Tickets{"TOP"}->Subject} ENDOFCONTENT here is the relevant lines in the log file: [Fri Jul 2 14:27:07 2004] [info]: #322/1414 - Scrip 31 On Create Notify AdminCcs with template Transaction (/usr/local/rt/lib/RT/Action/SendEmail.pm:92) [Fri Jul 2 14:27:07 2004] [info]: No recipients found. Not sending. (/usr/local/rt/lib/RT/Action/SendEmail.pm:257) [Fri Jul 2 14:27:07 2004] [info]: #322/1414 - Scrip 32 On Create Autoreply To Requestors with template Autoreply (/usr/local/rt/lib/RT/Action/SendEmail.pm:92) [Fri Jul 2 14:27:07 2004] [info]: sent To: mjohnston at nvps.net Cc: Bcc: (/usr/local/rt/lib/RT/Action/SendEmail.pm:302) [Fri Jul 2 14:27:07 2004] [info]: Ticket 322 created in queue 'Maintenance' by MJohnston (/usr/local/rt/lib/RT/Ticket_Overlay.pm:636) there is no aproval ticket being created. Any help would be greatly apreciated. -Karl Pietri ps. on a side note im getting this strange chunk of code in my log files (its alot so i put it on our web server) http://ww2.nvps.net/~karl/rtlog.txt not really my concern at the moment and is totaly un related. -------------- next part -------------- An HTML attachment was scrubbed... URL: From eboles.lists at gazette.com Fri Jul 2 11:13:24 2004 From: eboles.lists at gazette.com (Erik Boles) Date: Fri, 02 Jul 2004 09:13:24 -0600 Subject: [rt-users] Users cannot change passwords Message-ID: I have added numerous people to a custom group called "helpdesk", have allowed the users to ModifyOwnMembership as well as allowed the group to ModifyOwnMembership. I even went as far as setting ModifyOwnMembership for "Everyone", "Privileged" and "Unprivileged". However, every user so far, when attempting to change their own password, is given a "permission denied" error. Anyone else seen this? Is this a bug or is there something I have configured wrong? Thanks, --Erik From jesse at bestpractical.com Fri Jul 2 11:18:01 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 Jul 2004 11:18:01 -0400 Subject: [rt-users] Users cannot change passwords In-Reply-To: References: Message-ID: <20040702151801.GE13260@pallas.eruditorum.org> Try granting them the "ModifySelf" right On Fri, Jul 02, 2004 at 09:13:24AM -0600, Erik Boles wrote: > I have added numerous people to a custom group called "helpdesk", have > allowed the users to ModifyOwnMembership as well as allowed the group to > ModifyOwnMembership. > > I even went as far as setting ModifyOwnMembership for "Everyone", > "Privileged" and "Unprivileged". > > However, every user so far, when attempting to change their own password, is > given a "permission denied" error. > > Anyone else seen this? Is this a bug or is there something I have > configured wrong? > > Thanks, > > --Erik > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. -- From wmorgenstern at coopoptical.com Fri Jul 2 11:30:23 2004 From: wmorgenstern at coopoptical.com (Werner Morgenstern) Date: Fri, 2 Jul 2004 11:30:23 -0400 Subject: [rt-users] Mason Handler Error after 3.2.0 installation. In-Reply-To: <200407012050.i61Kog2d005347@shark.cc.uic.edu> Message-ID: I had the same problem. With the RT 3.2.0, FastCGI has changed. Look under http://wiki.bestpractical.com/index.cgi?FastCGIConfiguration It has to do with under which user FastCGI and Apache run as. It gives various solutions. Werner Morgenstern The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Bob Goldstein Sent: Thursday, July 01, 2004 4:51 PM To: rt-users at lists.bestpractical.com Subject: Re: [rt-users] Mason Handler Error after 3.2.0 installation. You sure that /usr/local/rt3/etc/RT_SiteConfig.pm exists, and that it is readable by the process running your fcgi program? bobg >Alle, > > I've just done a scratch install of RT3.2.0 on RHEL3, Perl 5.8.3, >Apach e 2.0.46, FCGI 2.4.0. All required perl mods are installed. After >starting the apache server, I get the following errors in >/var/log/httpd/error_log: > >Can't locate /usr/local/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: >/usr/local/rt3/local/lib /usr/local/rt3/lib >/usr/local/lib/perl5/5.8.3/i686-linux /usr/local/lib/perl5/5.8.3 >/usr/local/lib/perl5/site_perl/5.8.3/i686-linux >/usr/local/lib/perl5/site_perl/5.8.3 /usr/local/lib/perl5/site_perl .) >at /usr/local/rt3/lib/RT.pm line 105. >Compilation failed in require at /usr/local/rt3/bin/mason_handler.fcgi >line 28. >[Wed Jun 30 14:12:12 2004] [warn] FastCGI: server >"/usr/local/rt3/bin/mason_handler.fcgi" (pid 18385) terminated by >calling exit with status '13' > >Here is my rt setup in httpd.conf: > > > >LoadModule fastcgi_module modules/mod_fastcgi.so > > > FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 300 >-processes 10 > > >DocumentRoot /usr/local/rt3/share/html >AddDefaultCharset UTF-8 >Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/ > > ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/ > > > > > > Any help would be appreciated. > >Best Regards, >Camron > >Camron W. Fox >Hilo Office >High Performance Computing Group >Fujitsu America, INC. > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Developer and Administrator training is coming to LA, DC and >Frankfurt this spring and summer. >http://bestpractical.com/services/training.html > >Sign up early, as class space is limited. > > > >!DSPAM:40e4783d53155800621023! > > _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. http://bestpractical.com/services/training.html Sign up early, as class space is limited. From csplist at gam.co.za Fri Jul 2 20:45:03 2004 From: csplist at gam.co.za (Shawn Jooste (CSP)) Date: Fri, 02 Jul 2004 17:45:03 -0700 Subject: [rt-users] Root user rights Message-ID: <40E6018F.3030101@gam.co.za> Hi, I feel a little silly posting this question but here goes; I am new to RT and have some how removed all privliges from the root user. Could someone explain to me how i can give him back his privliges. Now i cant create a ticket, or anything for that matter. Any help would be appreciated. Kind Regards Shawn Jooste From lists at flothow.de Fri Jul 2 11:06:44 2004 From: lists at flothow.de (Sebastian Flothow) Date: Fri, 2 Jul 2004 17:06:44 +0200 Subject: [rt-users] Manual source, manual/doc issues In-Reply-To: <20040701121707.GA21656@umich.edu> References: <20040701121707.GA21656@umich.edu> Message-ID: <6E1E5518-CC39-11D8-8004-000393B2BB20@flothow.de> Am 1. Jul 2004 um 14:17 Uhr schrieb Steve Simmons: > Jesses comments on the list refer to a RTF format version of the > manual. Assuming this means 'Rich Text Format', I'd like to get my > hands on the draft manual source. AFAIK, this is the source for the draft manual which has been available as PDF, and has now been moved to the wiki. I don't think the RTF has ever been published anywhere, so you'd have to ask Jesse for it. > Do you customize the docs to match your local customizations, and if > so, how? No. However, I have a rather small group of users, most of which are technical people (admins and devs), so I never felt the need for a formal, site-specific manual. Sebastian -- Sebastian Flothow sebastian at flothow.de Because it reverses the logical flow of conversation. > Why is top posting frowned upon? From eboles.lists at gazette.com Fri Jul 2 11:57:52 2004 From: eboles.lists at gazette.com (Erik Boles) Date: Fri, 02 Jul 2004 09:57:52 -0600 Subject: [rt-users] Users cannot change passwords In-Reply-To: Message-ID: Jesse, That was it. I was confusing ModifyOwnMemberships with ModifySelf. Thanks for the clarification. --erik On 7/2/04 9:18 AM, "Jesse Vincent" , emailed the following: > Try granting them the "ModifySelf" right > > > On Fri, Jul 02, 2004 at 09:13:24AM -0600, Erik Boles wrote: >> I have added numerous people to a custom group called "helpdesk", have >> allowed the users to ModifyOwnMembership as well as allowed the group to >> ModifyOwnMembership. >> >> I even went as far as setting ModifyOwnMembership for "Everyone", >> "Privileged" and "Unprivileged". >> >> However, every user so far, when attempting to change their own password, is >> given a "permission denied" error. >> >> Anyone else seen this? Is this a bug or is there something I have >> configured wrong? >> >> Thanks, >> >> --Erik >> >> >> _______________________________________________ >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >> RT Developer and Administrator training is coming to LA, DC and Frankfurt >> this spring and summer. >> http://bestpractical.com/services/training.html >> >> Sign up early, as class space is limited. From alexmv at bestpractical.com Fri Jul 2 12:01:50 2004 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 02 Jul 2004 12:01:50 -0400 Subject: [rt-users] Extra blank comment added ! In-Reply-To: <9CB13DF0-CC40-11D8-8004-000393B2BB20@flothow.de> References: <40E3F4AD.40500@thostrup.dk> <1088684809.19390.21.camel@zoq-fot-pik.mit.edu> <9CB13DF0-CC40-11D8-8004-000393B2BB20@flothow.de> Message-ID: <1088784110.14966.0.camel@zoq-fot-pik.mit.edu> On Fri, 2004-07-02 at 11:58, Sebastian Flothow wrote: > I didn't know MySQL does this. This being the case, I think the install > script should check whether the tables it created actually are InnoDB. It does now; configure now fails unless your MySQL supports InnoDB. I have also altered the README to specify that InnoDB support is needed. - Alex -- Networking -- one letter away from not working From cal.sawyer at framestore-cfc.com Fri Jul 2 12:14:13 2004 From: cal.sawyer at framestore-cfc.com (Cal Sawyer) Date: Fri, 02 Jul 2004 17:14:13 +0100 Subject: [rt-users] change Default Search Criteria? Message-ID: <40E589D5.9010406@framestore-cfc.com> For certain queues, I'd like to see all Resolved tickets in addition to the default New and Open tickets. Can this be changed on a per-queue or an all-queues basis? thanks - cal sawyer From wilson at cfi.co.ug Fri Jul 2 11:55:21 2004 From: wilson at cfi.co.ug (Wilson Abigaba) Date: Fri, 2 Jul 2004 18:55:21 +0300 Subject: [rt-users] Root user rights In-Reply-To: <40E6018F.3030101@gam.co.za> Message-ID: ha ha ha.... Any way had you created any users and assigned them 'big' rights? If you had, then you could login as that other user and grant roots his rights. Or just go to the database, search it very well, see the table with rights and modify it accordingly...BUT CAUTION!!!..BE careful with the database!!! Third option is to and then from the directory where you un-tarred(tar -xvzf).. your RT from. And lastly, If all fails, Just reistall :-)... Nice time but it seems you're so inquisitive...How could you remove rights from root? ------ Wilson :-) > :-) >Hi, :-) > :-) >I feel a little silly posting this question but here goes; I am new to :-) >RT and have some how removed all privliges from the root user. Could :-) >someone explain to me how i can give him back his privliges. :-) >Now i cant :-) >create a ticket, or anything for that matter. :-) > :-) >Any help would be appreciated. :-) > :-) >Kind Regards :-) > From jesse at bestpractical.com Fri Jul 2 12:33:08 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 Jul 2004 12:33:08 -0400 Subject: [rt-users] Root user rights In-Reply-To: References: <40E6018F.3030101@gam.co.za> Message-ID: <20040702163308.GN13260@pallas.eruditorum.org> The following one-liner uses the RT API and the internal RT::SystemUser to grant the root user the superuser safely. You'll need to run this as a local user that can access the RT config file. Now on the wiki at http://wiki.bestpractical.com/index.cgi?RecoverSuperUserRights perl -I/opt/rt3/lib -MRT -e'RT::Lnew($RT::SystemUser); $u->Load("root");($val,$msg) = $u->PrincipalObj->GrantRight(Object=> $RT::System, Right => "SuperUser"); print "$msg\n"' From jesse at bestpractical.com Fri Jul 2 12:37:47 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 2 Jul 2004 12:37:47 -0400 Subject: [rt-users] Root user rights In-Reply-To: <20040702163308.GN13260@pallas.eruditorum.org> References: <40E6018F.3030101@gam.co.za> <20040702163308.GN13260@pallas.eruditorum.org> Message-ID: <20040702163747.GO13260@pallas.eruditorum.org> On Fri, Jul 02, 2004 at 12:33:08PM -0400, Jesse Vincent wrote: > > The following one-liner uses the RT API and the internal RT::SystemUser > to grant the root user the superuser safely. You'll need to run this as > a local user that can access the RT config file. > > Now on the wiki at > http://wiki.bestpractical.com/index.cgi?RecoverSuperUserRights > > perl -I/opt/rt3/lib -MRT -e'RT::Lnew($RT::SystemUser); $u->Load("root");($val,$msg) = $u->PrincipalObj->GrantRight(Object=> $RT::System, Right => "SuperUser"); print "$msg\n"' There's a copy and paste error there. It should be: perl -I/opt/rt3/lib -MRT -e'RT::LoadConfig; RT::Init; my $u=RT::User->new($RT::SystemUser); $u->Load("root"); ($val,$msg) = $u->PrincipalObj->GrantRight(Object=> $RT::System, Right => "SuperUser"); print "$msg\n"' > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. -- From csplist at gam.co.za Fri Jul 2 21:40:32 2004 From: csplist at gam.co.za (Shawn Jooste (CSP)) Date: Fri, 02 Jul 2004 18:40:32 -0700 Subject: [rt-users] Missing Perl Module Message-ID: <40E60E90.8080008@gam.co.za> Hi, I am missing a perl module and cant seem to get it installed. the module is: Apache::request whern i run CPAN it says its missing but when i tell it to install it doesn't work. Is there another way of installing this module? I'm running Fedora 1. Thanx Shawn From leon at iwa-solutions.com Fri Jul 2 12:45:13 2004 From: leon at iwa-solutions.com (Leon Sonntag) Date: Fri, 02 Jul 2004 10:45:13 -0600 Subject: [rt-users] Permission denied on comment email -resolution In-Reply-To: <6.0.1.1.0.20040630165813.0540e5f0@iwapps4.iwapps.com> References: <6.0.1.1.0.20040630165813.0540e5f0@iwapps4.iwapps.com> Message-ID: <6.0.1.1.0.20040702103938.05432790@iwapps4.iwapps.com> First off, Thanks EVER so much for pointing me in the right direction to "Niels Bakker " The problem turned out to be that the sender was using a new email address(changed domain names). That caused the permission denied error. submitting under the old address works fine. Now I just have to figure out the long term answer. But I will submit that under a different post. At 05:10 PM 6/30/04, you wrote: >I'm getting a strange error on my email gateway comments. When any email >is sent to the "queueName"-comment address it quietly dies. The >correspond address works fine. (Both setup as per the install guide) > >The maillog shows it being properly delivered. The RT log show NOTHING. >My syslog has the following error: >Jun 30 16:46:36 RTserver RT: Permission Denied >(/opt/rt3/lib/RT/Interface/Email.pm:724) > >File permissions don't seem to be a problem. > >Line 724 of Email.pm is: > #Warn the sender that we couldn't actually submit the comment. > MailError( > To => $ErrorsTo, > Subject => "Message not recorded", > Explanation => $msg, > MIMEObj => $Message > ); > >SETUP: >Redhat 8 >RT 3.0.6 >Perl 5.8.0 > >Any ideas would be appreciated.... > > >Most anything is easy after you've done it successfully a few times > >Leon Sonntag >Innovative Web Applications >leon at iwa-solutions dot com >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Developer and Administrator training is coming to LA, DC and Frankfurt >this spring and summer. >http://bestpractical.com/services/training.html > >Sign up early, as class space is limited. Most anything is easy after you've done it successfully a few times Leon Sonntag Innovative Web Applications leon at iwa-solutions dot com From leon at iwa-solutions.com Fri Jul 2 12:54:10 2004 From: leon at iwa-solutions.com (Leon Sonntag) Date: Fri, 02 Jul 2004 10:54:10 -0600 Subject: [rt-users] changing email address for privileged users Message-ID: <6.0.1.1.0.20040702104537.054422d0@iwapps4.iwapps.com> I just resolved an issue where a privileged user was trying to comment on a ticket using a new email address. The comment email was dying with a "permission denied error" I was able to use a short term work arround of going back to the old email address but would like to have a better long term solution. My question is "Is the email address that RT checks, in situations like this, hard-coded into the ticket or does it check the current settings(for that queue)?" Most anything is easy after you've done it successfully a few times Leon Sonntag Innovative Web Applications leon at iwa-solutions dot com From david.falkenburger at rbc.com Fri Jul 2 13:36:48 2004 From: david.falkenburger at rbc.com (david.falkenburger at rbc.com) Date: Fri, 2 Jul 2004 13:36:48 -0400 Subject: [rt-users] ShowMessageHeaders with RTIR and RT 3.2.0 Message-ID: <1AA4003F8D264140917F84EDBF6ED8590B2957@sew01063.maple.fg.rbc.com> I just upgraded to RT 3.2.0 and the message history doesn't display correctly due to RTIR trying to modify the message and message headers. The following file: share/html/Callbacks/RTIR/Ticket/Elements/ShowMessageHeaders/Default seems to be the culprit. The body of the message seems to be ok, but the message header must have changed with upgrade and is not being parsed correctly anymore. You end up getting html tags like this: Subject: the test subject is hereMIME-Version : 1.0X-Mailer: MIME-tools 5.411 (Entity 5.404) Instead of just the: Subject: the test subject is here I renamed the ShowMessageHeaders/Default file for now until it gets fixed. Dave ------------------------------------------------------------ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier ?lectronique est confidentiel et prot?g?. L'exp?diteur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) d?sign?(s) est interdite. Si vous recevez ce courrier ?lectronique par erreur, veuillez m'en aviser imm?diatement, par retour de courrier ?lectronique ou par un autre moyen. ============================================================ -------------- next part -------------- An HTML attachment was scrubbed... URL: From david.falkenburger at rbc.com Fri Jul 2 13:53:56 2004 From: david.falkenburger at rbc.com (david.falkenburger at rbc.com) Date: Fri, 2 Jul 2004 13:53:56 -0400 Subject: [rt-users] RT login with userid that is numeric Message-ID: <1AA4003F8D264140917F84EDBF6ED8590B2958@sew01063.maple.fg.rbc.com> If that is the case, perhaps you should prevent someone from creating an all numeric userid. It is not obvious at all why I could not log on using the numeric id, only after looking through code did I find out. I don't recall reading anything anywhere about creating userids that they could not be numeric either. Thanks. Dave -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Wednesday, June 23, 2004 4:14 PM To: Falkenburger, David Cc: rt-users at lists.bestpractical.com Subject: Re: [rt-users] RT login with userid that is numeric RT doesn't support numeric "names" for object. There are a number of places in the product where we allow users to do things by name or by id. Using numeric names breaks that and could lead to unexpected results. On Wed, Jun 23, 2004 at 03:25:37PM -0400, david.falkenburger at rbc.com wrote: > I was wondering if the login should be allowed to use an id that is entirely > numeric. Does not seem to be any limitation anywhere except in autohandler: > $session{'CurrentUser'}->Load($user); > > Looking at the code for the RT::CurrentUser object, I found LoadByName and I > changed the code to > $session{'CurrentUser'}->LoadByName($user); > and I am now fine. Should this be the default? When would a user logon using > their actual record id number? Will doing this break anything somewhere > else? > > Thanks. > Dave > > ------------------------------------------------------------ > This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. > > Ce courrier ?lectronique est confidentiel et prot?g?. L'exp?diteur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) d?sign?(s) est interdite. Si vous recevez ce courrier ?lectronique par erreur, veuillez m'en aviser imm?diatement, par retour de courrier ?lectronique ou par un autre moyen. > > ============================================================ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. -- ------------------------------------------------------------ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier ?lectronique est confidentiel et prot?g?. L'exp?diteur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) d?sign?(s) est interdite. Si vous recevez ce courrier ?lectronique par erreur, veuillez m'en aviser imm?diatement, par retour de courrier ?lectronique ou par un autre moyen. ============================================================ -------------- next part -------------- An HTML attachment was scrubbed... URL: From Joseph_Micciche at Progressive.com Fri Jul 2 15:20:39 2004 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Fri, 2 Jul 2004 15:20:39 -0400 Subject: [rt-users] Recommendation for upgrade and move Message-ID: We are upgrading our RT3.0.7_01 instance to RT3.2 shortly. We are also moving to a fresh new server, from Solaros to RHEL, and newer version of MySQL. I wanted to check with the list on recommended approach. I planned on doing a fresh install on the new server - MySQL, RT, everything. Then mysqldump the existing RT db on the old server and restore to the new one. I am hoping that I don't have to upgrade the old RT first? Any other considerations? Thanks. Joe Micciche From rt at tux.datalink.co.za Fri Jul 2 15:29:10 2004 From: rt at tux.datalink.co.za (Leon) Date: Fri, 02 Jul 2004 21:29:10 +0200 Subject: [rt-users] rt 3.2.0 - new search not visible Message-ID: <40E5B786.7090207@tux.datalink.co.za> I had this same problem today and found it was because I had left the previous version of RT in my install location. There are files that are no longer being used in the RT folder that is accessed by default. I moved the old RT source someplace else and just ran my Install script again. Copied my Config file from the old RT to the newly installed RT and restarted my Apache. Hope this helps.. Leon From bobg at uic.edu Fri Jul 2 15:48:23 2004 From: bobg at uic.edu (Bob Goldstein) Date: Fri, 02 Jul 2004 14:48:23 -0500 Subject: [rt-users] Recommendation for upgrade and move In-Reply-To: Your message of "Fri, 02 Jul 2004 15:20:39 EDT." Message-ID: <200407021948.i62JmO5L003134@shark.cc.uic.edu> 3.2.0 has a slightly different db schema. So probably you are ok, if you run the upgrade scripts after restoring mysql. See REAME and UPGRADING files in the 3.2.0 distribution. bobg > > > > >We are upgrading our RT3.0.7_01 instance to RT3.2 shortly. We are also >moving to a fresh new server, from Solaros to RHEL, and newer version of >MySQL. I wanted to check with the list on recommended approach. > >I planned on doing a fresh install on the new server - MySQL, RT, >everything. Then mysqldump the existing RT db on the old server and restore >to the new one. > >I am hoping that I don't have to upgrade the old RT first? Any other >considerations? > >Thanks. > >Joe Micciche > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Developer and Administrator training is coming to LA, DC and Frankfurt this > spring and summer. >http://bestpractical.com/services/training.html > >Sign up early, as class space is limited. > > > >!DSPAM:40e5b9e230571051316193! > > From rms at 1407.org Fri Jul 2 16:19:07 2004 From: rms at 1407.org (Rui Miguel Seabra) Date: Fri, 02 Jul 2004 21:19:07 +0100 Subject: [rt-users] Manual source, manual/doc issues In-Reply-To: <6E1E5518-CC39-11D8-8004-000393B2BB20@flothow.de> References: <20040701121707.GA21656@umich.edu> <6E1E5518-CC39-11D8-8004-000393B2BB20@flothow.de> Message-ID: <1088799547.4781.0.camel@roque> On Fri, 2004-07-02 at 17:06 +0200, Sebastian Flothow wrote: > AFAIK, this is the source for the draft manual which has been available > as PDF, and has now been moved to the wiki. I don't think the RTF has > ever been published anywhere, so you'd have to ask Jesse for it. A Wiki is great for on-line viewing, but for printing... it just sucks :| Is there a way to generate a nice TeX format from the wiki pages? Rui -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From m-liebman at northwestern.edu Fri Jul 2 17:09:17 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Fri, 2 Jul 2004 17:09:17 -0400 Subject: [rt-users] Editing Custom Fields on Update Message-ID: <20040702210917.GB24891@SDF.LONESTAR.ORG> The attached patch for RT 3.2.0 allows editing of custom fields when updating (reply, comment or resolve) a ticket. Complete directions are at http://wiki.bestpractical.com/index.cgi?CustomFieldsOnUpdate. Thanks to Ruslan Zakirov for the orignal patch against RT 3.0. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" -------------- next part -------------- diff -U3 share/html/Ticket/Display.html local/html/Ticket/Display.html --- share/html/Ticket/Display.html 2004-06-27 19:05:17.000000000 -0400 +++ local/html/Ticket/Display.html 2004-07-01 12:35:56.000000000 -0400 @@ -115,6 +115,11 @@ my @BasicActions = ProcessTicketBasics(ARGSRef => \%ARGS, TicketObj=>$TicketObj); my @results = ProcessTicketLinks( TicketObj => $TicketObj, ARGSRef => \%ARGS); + if ($RT::CustomFieldsOnReply) { + my @cf_results = ProcessTicketCustomFieldUpdates(ARGSRef => \%ARGS); + push(@results, @cf_results); + } + push (@Actions, @BasicActions, @results); } diff -U3 share/html/Ticket/Update.html local/html/Ticket/Update.html --- share/html/Ticket/Update.html 2004-06-27 19:05:17.000000000 -0400 +++ local/html/Ticket/Update.html 2004-07-01 12:28:36.000000000 -0400 @@ -89,6 +89,11 @@ <& /Elements/MessageBox, Name=>"UpdateContent", %ARGS &> % } +% if ($RT::CustomFieldsOnReply) { + +<& Elements/EditCustomFields, TicketObj => $TicketObj &> + +% } From dmd at speakeasy.org Fri Jul 2 17:29:24 2004 From: dmd at speakeasy.org (Dave Dennis) Date: Fri, 2 Jul 2004 14:29:24 -0700 (PDT) Subject: [rt-users] help translating RT query to mysql Message-ID: Dear List, Asking humbly for some mysql help; I have a query in a queue in RT that has these conditions: Requestor LIKE Companyname Subject LIKE Internal Status = resolved Queue = Main Created > 2004-06-01 07:00:00 GMT I need a translation of that into mysql command-line client syntax .. Which would be pretty easy if I were mysql fluent... so am asking for someone to show me with one example. Thanks! Kind regards, Dave D +------------------------- + Dave Dennis + Seattle, WA + dmd at speakeasy.org + http://www.dmdennis.com +------------------------- From cwfox at fujitsu.com Thu Jul 1 14:30:17 2004 From: cwfox at fujitsu.com (Camron W. Fox) Date: Thu, 1 Jul 2004 08:30:17 -1000 Subject: [rt-users] Mason Handler Error after 3.2.0 installation. Message-ID: Alle, I've just done a scratch install of RT3.2.0 on RHEL3, Perl 5.8.3, Apache 2.0.46, FCGI 2.4.0. All required perl mods are installed. After starting the apache server, I get the following errors in /var/log/httpd/error_log: Can't locate /usr/local/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: /usr/local/rt3/local/lib /usr/local/rt3/lib /usr/local/lib/perl5/5.8.3/i686-linux /usr/local/lib/perl5/5.8.3 /usr/local/lib/perl5/site_perl/5.8.3/i686-linux /usr/local/lib/perl5/site_perl/5.8.3 /usr/local/lib/perl5/site_perl .) at /usr/local/rt3/lib/RT.pm line 105. Compilation failed in require at /usr/local/rt3/bin/mason_handler.fcgi line 28. [Wed Jun 30 14:12:12 2004] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" (pid 18385) terminated by calling exit with status '13' Here is my rt setup in httpd.conf: LoadModule fastcgi_module modules/mod_fastcgi.so FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes 10 DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/ ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/ Any help would be appreciated. Best Regards, Camron Camron W. Fox Hilo Office High Performance Computing Group Fujitsu America, INC. E-mail: cwfox at fujitsu.com From rt at tux.datalink.co.za Sat Jul 3 07:43:03 2004 From: rt at tux.datalink.co.za (Leon) Date: Sat, 03 Jul 2004 13:43:03 +0200 Subject: [rt-users] Mason Handler Error after 3.2.0 installation. In-Reply-To: References: Message-ID: <40E69BC7.8090709@tux.datalink.co.za> Try check the file permissions of your RT folder. I had a similar problem. It seems that the RT folder wasn't accessible to the user i was using to run the web server with. I also had a problem, that the extra modules that got installed for Perl, was in a folder that wasn't accessible to my Web server user. I had to ensure that my user could access this Perl folder as well. Camron W. Fox wrote: >Alle, > > I've just done a scratch install of RT3.2.0 on RHEL3, Perl 5.8.3, Apache >2.0.46, FCGI 2.4.0. All required perl mods are installed. After starting the >apache server, I get the following errors in /var/log/httpd/error_log: > >Can't locate /usr/local/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: >/usr/local/rt3/local/lib /usr/local/rt3/lib >/usr/local/lib/perl5/5.8.3/i686-linux /usr/local/lib/perl5/5.8.3 >/usr/local/lib/perl5/site_perl/5.8.3/i686-linux >/usr/local/lib/perl5/site_perl/5.8.3 /usr/local/lib/perl5/site_perl .) at >/usr/local/rt3/lib/RT.pm line 105. >Compilation failed in require at /usr/local/rt3/bin/mason_handler.fcgi line >28. >[Wed Jun 30 14:12:12 2004] [warn] FastCGI: server >"/usr/local/rt3/bin/mason_handler.fcgi" (pid 18385) terminated by calling >exit with status '13' > >Here is my rt setup in httpd.conf: > > > >LoadModule fastcgi_module modules/mod_fastcgi.so > > > FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout >300 -processes 10 > > > >DocumentRoot /usr/local/rt3/share/html >AddDefaultCharset UTF-8 >Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/ > > ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/ > > > > > > Any help would be appreciated. > >Best Regards, >Camron > >Camron W. Fox >Hilo Office >High Performance Computing Group >Fujitsu America, INC. >E-mail: cwfox at fujitsu.com > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. >http://bestpractical.com/services/training.html > >Sign up early, as class space is limited. > > > > From iqbala-rt-users at qwestip.net Sat Jul 3 15:00:31 2004 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Sat, 3 Jul 2004 15:00:31 -0400 Subject: [rt-users] No email just post Message-ID: <20040703190031.GB26641@qwestip.net> Hi All I have a group of users who belong to one queue. Now those users want to be able to post reply and comment as transactions but not want to receive any email. In other words when they reply or comment to a ticket they don't want any email generates to the owner/requestor/anyone else but still want a transaction appended to the ticket Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From bobg at uic.edu Sat Jul 3 22:18:42 2004 From: bobg at uic.edu (Bob Goldstein) Date: Sat, 03 Jul 2004 21:18:42 -0500 Subject: [rt-users] Privilege questions Message-ID: <200407040218.i642Igch008089@shark.cc.uic.edu> (RT 3.2.0, perl 5.8.3, fastcgi, apache 1.3.29) Two priv questions: 1. I've given a user ModifyTicket rights. But he still can't assign a ticket to some other user. The list of users is supposed to appear in a dropdown list. The list is there, but the names of the users are blanked out! I seem to need to assign AdminUser rights so he can see the other users. This code is from /Elements/SelectUser, but the priv restriction seems more deeply embeded. Oddly the User->Id shows in the html, but not User->Name. Shouldn't ModifyTicket be sufficient to assign a new owner? Or do we need another special priv? (TakeTicket and StealTicket are already assigned in this case, and all priv users can OwnTicket.) 2. In my group, we don't use Comments. We don't want the tempation of writing something about a user that might be embarassing if it leaked. (Due to human error, of course!) I'd like to turn off the ability to comment, but ModifyTicket seems to put it back. I've actually modified RT so that ModifyTicket is not sufficient, you must also have CommentOnTicket (or superuser) privs. Anyone else interested in this? bobg From dolphio at gmail.com Sun Jul 4 11:37:27 2004 From: dolphio at gmail.com (Randy Oswald) Date: Sun, 4 Jul 2004 11:37:27 -0400 Subject: [rt-users] Problems with Query Builder Booleans in 3.2.0 Message-ID: <5faa9d100407040837422a1884@mail.gmail.com> I'm trying to use the Query Builder feature in the new RT 3.2.0. Perhaps I am not using it correctly, but I am trying to get a listing of all the new and open tickets from all queues. Here is what I'm doing: New Query Status is new Add Select Aggregator 'OR' Status is open Add What I get is \\A blank line here Status = 'new' AND Status = 'open' I've noticed I can move the query using the arrows so it looks like Status = 'new' \\no blank line AND Status = 'open' Only at this point can I use the And/Or button to get the logic I want. Has anyone else had this problem? Does anyone know how I may fix it? Randy Oswald From bobg at uic.edu Sun Jul 4 12:11:53 2004 From: bobg at uic.edu (Bob Goldstein) Date: Sun, 04 Jul 2004 11:11:53 -0500 Subject: [rt-users] Problems with Query Builder Booleans in 3.2.0 In-Reply-To: Your message of "Sun, 04 Jul 2004 11:37:27 EDT." <5faa9d100407040837422a1884@mail.gmail.com> Message-ID: <200407041611.i64GBrAN018640@shark.cc.uic.edu> It's a bug. Until fixed, I just hit "Advanced" and edit the sql. Once you've got the query mostly built, changing AND to OR and adjusting the parenthesis is pretty simple. bobg >I'm trying to use the Query Builder feature in the new RT 3.2.0. >Perhaps I am not using it correctly, but I am trying to get a listing >of all the new and open tickets from all queues. Here is what I'm >doing: > >New Query >Status is new >Add >Select Aggregator 'OR' >Status is open >Add > >What I get is > \\A blank line here > Status = 'new' >AND > Status = 'open' > >I've noticed I can move the query using the arrows so it looks like >Status = 'new' \\no blank line >AND Status = 'open' > >Only at this point can I use the And/Or button to get the logic I want. > >Has anyone else had this problem? Does anyone know how I may fix it? > >Randy Oswald >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Developer and Administrator training is coming to LA, DC and Frankfurt this > spring and summer. >http://bestpractical.com/services/training.html > >Sign up early, as class space is limited. > > > >!DSPAM:40e82629184591743995728! > > From rt at chaka.net Sun Jul 4 11:30:49 2004 From: rt at chaka.net (Todd Chapman) Date: Sun, 4 Jul 2004 11:30:49 -0400 Subject: [rt-users] No email just post In-Reply-To: <20040703190031.GB26641@qwestip.net> References: <20040703190031.GB26641@qwestip.net> Message-ID: <20040704153049.GZ28862@chaka.net> You should be able to do this in RT 3.2. -Todd On Sat, Jul 03, 2004 at 03:00:31PM -0400, Asif Iqbal wrote: > Hi All > > I have a group of users who belong to one queue. Now those users want to > be able to post reply and comment as transactions but not want to > receive any email. In other words when they reply or comment to a ticket > they don't want any email generates to the owner/requestor/anyone else > but still want a transaction appended to the ticket > > Thanks > -- > Asif Iqbal > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > There's no place like 127.0.0.1 > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From rspier at pobox.com Sun Jul 4 14:35:40 2004 From: rspier at pobox.com (Robert Spier) Date: Sun, 04 Jul 2004 11:35:40 -0700 Subject: [rt-users] Problems with Query Builder Booleans in 3.2.0 In-Reply-To: <200407041611.i64GBrAN018640@shark.cc.uic.edu> References: <5faa9d100407040837422a1884@mail.gmail.com> <200407041611.i64GBrAN018640@shark.cc.uic.edu> Message-ID: > It's a bug. Until fixed, I just hit "Advanced" and edit > the sql. Once you've got the query mostly built, changing > AND to OR and adjusting the parenthesis is pretty simple. It's not SQL. It's _like_ SQL. We don't want you to get your expectations too high just yet. :) -R From Richard.Ellis at Sun.COM Mon Jul 5 05:03:08 2004 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Mon, 05 Jul 2004 10:03:08 +0100 Subject: [rt-users] Missing left nav in RT 3.2.0 In-Reply-To: <20040701160005.C2F1B84C1FE@pallas.eruditorum.org> References: <20040701160005.C2F1B84C1FE@pallas.eruditorum.org> Message-ID: <1089018186.51413.202.camel@sr-egmp02-01> Hi, The left navigation is missing from the Ticket tab in RT 3.2.0. This means that the we don't see the search box as in 3.0.9 or the ticket details menu. I have deleted mason_data and restarted the server with no effect. Removing the entire RT directory and re installing from scratch is not an option as this is a live install. Anyone any clues how to fix this quickly? Thanks Rik From cubic at acronis.ru Mon Jul 5 05:17:52 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 05 Jul 2004 13:17:52 +0400 Subject: [rt-users] help translating RT query to mysql In-Reply-To: References: Message-ID: <40E91CC0.2060805@acronis.ru> Dave Dennis wrote: > Dear List, > > Asking humbly for some mysql help; > > I have a query in a queue in RT that has these conditions: > > Requestor LIKE Companyname > Subject LIKE Internal > Status = resolved > Queue = Main > Created > 2004-06-01 07:00:00 GMT > > I need a translation of that into mysql command-line client syntax .. > > Which would be pretty easy if I were mysql fluent... so am asking for > someone to show me with one example. You can do it yourself: http://wiki.bestpractical.com/index.cgi?Debug turn on full sql log then do search and look into log for 'SELECT main.* from Tickets ...' Best regards. > > Thanks! > > Kind regards, > > Dave D > > +------------------------- > + Dave Dennis > + Seattle, WA > + dmd at speakeasy.org > + http://www.dmdennis.com > +------------------------- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. From Richard.Ellis at Sun.COM Mon Jul 5 05:17:49 2004 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Mon, 05 Jul 2004 10:17:49 +0100 Subject: [rt-users] Re: Missing left nav in RT 3.2.0 In-Reply-To: <1089018186.51413.202.camel@sr-egmp02-01> References: <20040701160005.C2F1B84C1FE@pallas.eruditorum.org> <1089018186.51413.202.camel@sr-egmp02-01> Message-ID: <1089019067.51413.211.camel@sr-egmp02-01> FYI, Found a solution to this issue. rt3/share/html/Ticket/Element/Tabs: change line 34 to my $current_toptab = "Search/Listing.html", This makes the tabs re-appear. Not sure if this is a bug or not and its probably not the most elegant way to fix this. Thanks Rik On Mon, 2004-07-05 at 10:03, Richard Ellis wrote: > Hi, > > The left navigation is missing from the Ticket tab in RT 3.2.0. > > This means that the we don't see the search box as in 3.0.9 or the > ticket details menu. > > I have deleted mason_data and restarted the server with no effect. > Removing the entire RT directory and re installing from scratch is not > an option as this is a live install. > > Anyone any clues how to fix this quickly? > > Thanks > > Rik > From matt at mediaburst.co.uk Mon Jul 5 05:19:01 2004 From: matt at mediaburst.co.uk (Matthew Harris) Date: Mon, 5 Jul 2004 10:19:01 +0100 Subject: [rt-users] Ticket Update fail after upgrade to RT 3.2 Message-ID: <329CCAB7FC75B74AAC3AFEC9B424F66825FCF7@mediaexch02.mediaburst.co.uk> Hi all, I've just upgraded from RT 3.0 to RT 3.2 Red Hat 9 Apache/2.0.49 mod_perl/1.99_14 Perl/v5.8.4 I'm now getting the following error when I try to update a ticket. error: RT::Ticket::SquelchMailTo Unimplemented in HTML::Mason::Commands. (/opt/rt3/share/html/Ticket/Elements/PreviewScrips line 45) context: ... 453: else { 454: my ($package, $filename, $line); 455: ($package, $filename, $line) = caller; 456: 457: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 458: } 459: 460: } 461: ... code stack: /usr/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Record.pm:457 /opt/rt3/share/html/Ticket/Elements/PreviewScrips:45 /opt/rt3/share/html/Ticket/Update.html:99 /opt/rt3/share/html/autohandler:199 raw error I think this is related to the mail scrips preview feature but not sure what's gone wrong. Can anyone help? Matt Harris From C.A.Vincent at newcastle.ac.uk Mon Jul 5 07:17:13 2004 From: C.A.Vincent at newcastle.ac.uk (Carl Vincent) Date: Mon, 5 Jul 2004 12:17:13 +0100 Subject: [rt-users] Re: Recommendation for upgrade and move Message-ID: <37E80E80B681A24B8F768D607373CA80EFE5B8@largo.campus.ncl.ac.uk> >Date: Fri, 2 Jul 2004 15:20:39 -0400 >From: Joseph_Micciche at Progressive.com >Subject: [rt-users] Recommendation for upgrade and move >To: rt-users at lists.bestpractical.com >Message-ID: > >We are upgrading our RT3.0.7_01 instance to RT3.2 shortly. We are also >moving to a fresh new server, from Solaros to RHEL, and newer >version of >MySQL. I wanted to check with the list on recommended approach. > >I planned on doing a fresh install on the new server - MySQL, RT, >everything. Then mysqldump the existing RT db on the old >server and restore >to the new one. > >I am hoping that I don't have to upgrade the old RT first? Any other >considerations? I did a very similar thing myself, except that I treated the database move separately to the to the RT system move. I installed MySQL on my new box, did a mysqldump of the data, imported it and got the old RT system pointing at the new database server. Once this was all OK, I then looked at moving RT. In this way, when you install RT, you can apply the upgrade scripts when you've done the install to modify the db schema. Cheers Carl -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Carl Vincent http://www.netskills.ac.uk/ (URL) Systems, Software, Webmaster 0191 222 5003 (voice) NETSKILLS - Quality Internet Training 0191 222 5001 (fax) From iqbala-rt-users at qwestip.net Mon Jul 5 07:58:27 2004 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Mon, 5 Jul 2004 07:58:27 -0400 Subject: [rt-users] No email just post In-Reply-To: <20040704153049.GZ28862@chaka.net> References: <20040703190031.GB26641@qwestip.net> <20040704153049.GZ28862@chaka.net> Message-ID: <20040705115826.GE26641@qwestip.net> Todd Chapman wrote: > You should be able to do this in RT 3.2. How? > > -Todd > > On Sat, Jul 03, 2004 at 03:00:31PM -0400, Asif Iqbal wrote: > > Hi All > > > > I have a group of users who belong to one queue. Now those users want to > > be able to post reply and comment as transactions but not want to > > receive any email. In other words when they reply or comment to a ticket > > they don't want any email generates to the owner/requestor/anyone else > > but still want a transaction appended to the ticket > > > > Thanks > > -- > > Asif Iqbal > > PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu > > There's no place like 127.0.0.1 > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > > http://bestpractical.com/services/training.html > > > > Sign up early, as class space is limited. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From cubic at acronis.ru Mon Jul 5 08:25:08 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 05 Jul 2004 16:25:08 +0400 Subject: [rt-users] No email just post In-Reply-To: <20040705115826.GE26641@qwestip.net> References: <20040703190031.GB26641@qwestip.net> <20040704153049.GZ28862@chaka.net> <20040705115826.GE26641@qwestip.net> Message-ID: <40E948A4.9020208@acronis.ru> Hi. Almost all outgoing emails are generated by scrips. RT default scrip set doesn't send any comments outside. This is main difference between comments and replies. Cause RT is highly customizable so this behaviour could be changed. Asif Iqbal wrote: > Todd Chapman wrote: > >>You should be able to do this in RT 3.2. > > > How? I don't know that there is some major changes with transaction handling in 3.2. > > >>-Todd >> >>On Sat, Jul 03, 2004 at 03:00:31PM -0400, Asif Iqbal wrote: >> >>>Hi All >>> >>>I have a group of users who belong to one queue. Groups doesn't belong to queues, it's system wide term. >>> Now those users want to >>>be able to post reply and comment as transactions but not want to >>>receive any email. In other words when they reply or comment to a ticket >>>they don't want any email generates to the owner/requestor/anyone else >>>but still want a transaction appended to the ticket As I said before outgoing emails are under scrips control. Remanage your scrip set. Now, available only one(official) way to disable global scrip in queue you should delete global and recreate same scrip in all queues. DirkPape has extension http://page.mi.fu-berlin.de/~pape/rt3screenshots/ Best regards. Ruslan. >>> >>>Thanks From jdiaz at esabel.net Mon Jul 5 08:57:30 2004 From: jdiaz at esabel.net (Jaime Diaz) Date: Mon, 05 Jul 2004 09:57:30 -0300 Subject: [rt-users] rt 3.2.0 - Search problem In-Reply-To: References: Message-ID: <40E9503A.2060106@esabel.net> Lettenbauer, Thomas wrote: > Hello all, > > after upgrading to RT 3.2.0 i have problems with the search > functionality. The result shows only lines with the content "##id##". > > Do you have any ideas? > > Kind regards, > Thomas > >------------------------------------------------------------------------ > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. >http://bestpractical.com/services/training.html > >Sign up early, as class space is limited. > > I'm having the same problem here.... Did you find out something?? From jdiaz at esabel.net Mon Jul 5 09:22:36 2004 From: jdiaz at esabel.net (Jaime Diaz) Date: Mon, 05 Jul 2004 10:22:36 -0300 Subject: [rt-users] RT 3.2 Database upgrade scripts Message-ID: <40E9561C.5070509@esabel.net> I've upgraded to RT 3.2 this weekend (what really means that I upgraded to Perl 5.8.3, Apache 1.3.31 and mod_perl 1.29). The problem is that the database upgrade scripts don't ask for the database password, failing to complete. I've run them exactly as the install doc says... and nothing. Any ideas? The upgrade went fine, except that in the search of tickets I get wrong results (like it has been reported), with result showing only lines with the content "##id##". From bsegal at DECARIE.COM Mon Jul 5 10:30:04 2004 From: bsegal at DECARIE.COM (Bruce Segal) Date: Mon, 5 Jul 2004 10:30:04 -0400 Subject: [rt-users] RT 3.2 Database upgrade scripts Message-ID: add your dba name and password (or prompt) to the rt-setup-database --dba dba's username --dba-password dba's password --prompt-for-dba-password Ask for the database administrator's password interactively From iqbala-rt-users at qwestip.net Mon Jul 5 11:55:37 2004 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Mon, 5 Jul 2004 11:55:37 -0400 Subject: [rt-users] No email just post In-Reply-To: <40E948A4.9020208@acronis.ru> References: <20040703190031.GB26641@qwestip.net> <20040704153049.GZ28862@chaka.net> <20040705115826.GE26641@qwestip.net> <40E948A4.9020208@acronis.ru> Message-ID: <20040705155537.GF26641@qwestip.net> Ruslan U. Zakirov wrote: > Hi. > Almost all outgoing emails are generated by scrips. > RT default scrip set doesn't send any comments outside. This is main > difference between comments and replies. Cause RT is highly customizable > so this behaviour could be changed. How? > > Asif Iqbal wrote: > >Todd Chapman wrote: > > > >>You should be able to do this in RT 3.2. > > > > > >How? > I don't know that there is some major changes with transaction handling > in 3.2. > > > > > > >>-Todd > >> > >>On Sat, Jul 03, 2004 at 03:00:31PM -0400, Asif Iqbal wrote: > >> > >>>Hi All > >>> > >>>I have a group of users who belong to one queue. > Groups doesn't belong to queues, it's system wide term. > >>>Now those users want to > >>>be able to post reply and comment as transactions but not want to > >>>receive any email. In other words when they reply or comment to a ticket > >>>they don't want any email generates to the owner/requestor/anyone else > >>>but still want a transaction appended to the ticket > As I said before outgoing emails are under scrips control. Remanage your > scrip set. Now, available only one(official) way to disable global > scrip in queue you should delete global and recreate same scrip in all > queues. > DirkPape has extension > http://page.mi.fu-berlin.de/~pape/rt3screenshots/ > > Best regards. Ruslan. > > >>> > >>>Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From bobg at uic.edu Mon Jul 5 12:35:18 2004 From: bobg at uic.edu (Bob Goldstein) Date: Mon, 05 Jul 2004 11:35:18 -0500 Subject: [rt-users] privs for self-service ticket submission? Message-ID: <200407051635.i65GZIsY021921@shark.cc.uic.edu> RT 3.2.0, perl 5.8.3, fcgi, apache 1.3.29 As a non-priv user, I can log on and see the tickets I've opened by email. 1. The list of tickets has 3 columns: Subject, Status, Owner. But the owner never shows. Even when I examine the ticket details, I can't (as requestor, but un-priv user) see who the owner is, who changed the status, who stole or assigned the ticket, etc. Even who added an append. (BTW, if you "reply" to a "comment", the comment is included in the reply, which is now visible to the user! And, due to the way replies work, the userid of the original commenter is included in the text of the append. That's a very easy way for hidden comments to leak out, due to human error.) A. If RT is going to hide all this, at the very least it should be a bit more subtle. Don't show the Owner column on the list of open tickets, if you aren't going to show any owners. B. What privs do I need to assign, so that users can see this info? In my context, it's not useful to hide who did what. 2. Now, as non-priv user, I want to submit a new Ticket. Can't do it, because none of the queues are visible in the drop-down list. Adding SeeQueue doesn't help, either global or per-queue. What priv is needed? bobg From david.falkenburger at rbc.com Mon Jul 5 12:42:35 2004 From: david.falkenburger at rbc.com (david.falkenburger at rbc.com) Date: Mon, 5 Jul 2004 12:42:35 -0400 Subject: [rt-users] sending email from ScriptedAction.html in RTIR Message-ID: <1AA4003F8D264140917F84EDBF6ED859CE55D1@sew01063.maple.fg.rbc.com> One of the tools from RTIR can generate tickets and send emails. It sends the emails as attachments though, and I would like them to be inline. I have been looking at the code and am not sure how to modify it so that the emails are inline. When the ticket gets created, does the normal RT flow of scrips still happen? There is a scrip on the Investigation queue that should send an email when a new ticket is created. It works fine when I use the html interface to create a new investigation from a Incident, but when creating the Investigation from ScriptedAction.html I don't think this scrip gets invoked. I think the email is getting generated from ScriptedAction.html. Am I correct in this assumption? If so, how do I make it send the email inline? Thanks Dave ------------------------------------------------------------ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier ?lectronique est confidentiel et prot?g?. L'exp?diteur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) d?sign?(s) est interdite. Si vous recevez ce courrier ?lectronique par erreur, veuillez m'en aviser imm?diatement, par retour de courrier ?lectronique ou par un autre moyen. ============================================================ -------------- next part -------------- An HTML attachment was scrubbed... URL: From jdiaz at esabel.net Mon Jul 5 14:02:52 2004 From: jdiaz at esabel.net (Jaime Diaz) Date: Mon, 05 Jul 2004 15:02:52 -0300 Subject: [rt-users] RT 3.2 Database upgrade scripts In-Reply-To: References: Message-ID: <40E997CC.6000101@esabel.net> Bruce Segal wrote: > add your dba name and password (or prompt) to the rt-setup-database > > > --dba dba's username > --dba-password dba's password > --prompt-for-dba-password Ask for the database administrator's > password interactively > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > RT Developer and Administrator training is coming to LA, DC and > Frankfurt this spring and summer. > http://bestpractical.com/services/training.html > > Sign up early, as class space is limited. > Thanks, it worked perfectly. Strange is that those options were not listed in the README file. From jesse at bestpractical.com Mon Jul 5 14:27:46 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 5 Jul 2004 14:27:46 -0400 Subject: [rt-users] RT 3.2 Database upgrade scripts In-Reply-To: <40E997CC.6000101@esabel.net> References: <40E997CC.6000101@esabel.net> Message-ID: <20040705182745.GH13260@pallas.eruditorum.org> On Mon, Jul 05, 2004 at 03:02:52PM -0300, Jaime Diaz wrote: > Bruce Segal wrote: > > >add your dba name and password (or prompt) to the rt-setup-database > > > > > >--dba dba's username > >--dba-password dba's password > >--prompt-for-dba-password Ask for the database administrator's > >password interactively > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >RT Developer and Administrator training is coming to LA, DC and > >Frankfurt this spring and summer. > >http://bestpractical.com/services/training.html > > > >Sign up early, as class space is limited. > > > Thanks, it worked perfectly. Strange is that those options were not > listed in the README file. > We'll get that fixed up for 3.2.1 > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From jamie.baddeley at fx.net.nz Mon Jul 5 19:34:18 2004 From: jamie.baddeley at fx.net.nz (Jamie Baddeley) Date: Tue, 06 Jul 2004 11:34:18 +1200 Subject: [rt-users] requestors/self-service Message-ID: <1089070458.3355.158.camel@titan.fx.net.nz> Hi, I have a tricky problem. I have a set of users that can not send mail from a common correspondance address. They can (and want to) recieve mail to a common adddress - just not send to it. Sigh. My solution is to create user accounts for each sending party - but the problem is that I want them all to view/comment any ticket via self-service that is created by any one of them...i.e self service only shows you stuff that you are the requestor for... There's a number of ways I could solve this: a) Create a scrip to on ticket creation from X users, auto modify the ticket to add X users to the requestors list. b) rewrite/change the "from" info in the mail header to a common "from" address (but leaving the reply alone) at SMTP time. c) ??? I can probably wangle the SMTP hackery, but I need some help as to how I could use a scrip to do solution A. Failing A&B, does anyone have a suggestion C? Is there a way I can force the self service part to associate a group of users to a given user account? Right now B seems like the best option.... Cheers jamie -- From chrisw at sjc.vic.edu.au Mon Jul 5 10:25:34 2004 From: chrisw at sjc.vic.edu.au (Chris Welsh) Date: Tue, 6 Jul 2004 00:25:34 +1000 Subject: [rt-users] Can't load Perl file: /usr/local/rt3/bin/webmux.pl Low on time with this one. Message-ID: <88DCB42045A2364C820EA9015A50339A9F5929@postman2.staff> Hi, Guys, I'm under pressure by my boss to get this help desk up before I go on holidays. I installed all the modules and am usig mysql. Sorry about the spelling, etc, it's late and I'm tired. I did some googling, and found some info on it, but no immediate answers. All modules and dependencies have been satisfied as per the README. Can anyone help. I'm thinking is may be semi common. Oh, I'm running perl-cgi because I could not quickly locate fastcgi, anyone know where it is for mandrake 10? Here is the message. (using Mandrake 10, apache2, perl-cgi5.3.8 and libmysql12-4.0.18-1mdk php-mysql-4.3.4-1mdk libmysql12-devel-4.0.18-1mdk perl-Mysql-1.22_19-9mdk Mysql Distrib 4.0.18 ------ when I type: service httpd start I get: Starting httpd2: [Mon Jul 05 23:46:45 2004] [error] Can't locate object method "menu_item" via package "Apache::Status" at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 651. Compilation failed in require at /usr/local/rt3/bin/webmux.pl line 62. BEGIN failed--compilation aborted at /usr/local/rt3/bin/webmux.pl line 68. Compilation failed in require at (eval 3) line 1. ---- /var/log/httpd/error.log shows: [Mon Jul 05 20:43:08 2004] [notice] caught SIGTERM, shutting down [Mon Jul 05 20:43:11 2004] [notice] suEXEC mechanism enabled (wrapper: /usr/sbin/apache2-suexec) [Mon Jul 05 20:43:11 2004] [notice] Digest: generating secret for digest authentication ... [Mon Jul 05 20:43:11 2004] [notice] Digest: done [Mon Jul 05 20:43:12 2004] [notice] Apache-AdvancedExtranetServer/2.0.48 (Mandrake Linux/5mdk) mod_perl/1.99_11 Perl/v5.8.3 mod_ssl/2.0.48 OpenSSL/0.9.7c PHP/4.3.4 configured -- resuming normal operations [Mon Jul 05 20:58:23 2004] [notice] caught SIGTERM, shutting down [Mon Jul 05 23:46:45 2004] [error] Can't load Perl file: /usr/local/rt3/bin/webmux.pl for server testme:0, exiting... --------- Here are some settings. /etc/httpd/vhosts/Vhost.conf ServerName testme DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 #Alias # these four lines apply to Apache2+mod_perl2 only: {{{ PerlSetVar MasonArgsMethod CGI PerlModule Apache2 Apache::compat RewriteEngine On RewriteRule ^(.*)/$ $1/index.html # }}} PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason ------- Here is the RT site conf file package RT; =head1 NAME RT::Config =for testing use RT::Config; =cut Set($rtname , "sjc.vic.edu.au"); Set($Organization , "sjc.vic.edu.au"); Set($MinimumPasswordLength , "5"); Set($Timezone , 'AEST'); Set($DatabaseType , 'mysql'); Set($DatabaseHost , 'localhost'); Set($DatabaseRTHost , 'localhost'); Set($DatabasePort , ''); Set($DatabaseUser , 'rt_user'); Set($DatabasePassword , 'blahblah'); Set($DatabaseName , 'rt3'); Set($DatabaseRequireSSL , undef); Set($OwnerEmail , 'chrisw at sjc.vic.edu.au'); Set($LoopsToRTOwner , 1); Set($StoreLoops , undef); Set($MaxAttachmentSize , 10000000); Set($TruncateLongAttachments , undef); Set($DropLongAttachments , undef); Set($ParseNewMessageForTicketCcs , undef); Set($RTAddressRegexp , '^rt\@sjc.vic.edu.au$'); Set($CanonicalizeEmailAddressReplace , 'sjc.vic.edu.au'); Set($CanonicalizeOnCreate , 0); Set($SenderMustExistInExternalDatabase , undef); Set($CorrespondAddress , 'RT_CorrespondAddressNotSet'); Set($CommentAddress , 'RT_CommentAddressNotSet'); Set($MailCommand , 'sendmailpipe'); Set($SendmailArguments , "-oi -t"); Set($SendmailPath , "/usr/sbin/sendmail"); Set($UseFriendlyFromLine , 1); Set($FriendlyFromLineFormat , "\"%s via RT\" <%s>"); Set($UseFriendlyToLine , 0); Set($FriendlyToLineFormat, "\"%s of $RT::rtname Ticket #%s\":;"); Set($NotifyActor, 0); Set($LogToSyslog , 'debug'); Set($LogToScreen , 'error'); Set($LogToFile , undef); Set($LogDir, '/usr/local/rt3/var/log'); Set($LogToFileNamed , "rt.log"); #log to rt.log @LogToSyslogConf = () unless (@LogToSyslogConf); Set($WebPath , ""); Set($WebBaseURL , "http://testme.staff"); Set($WebURL , $WebBaseURL . $WebPath . "/"); Set($WebImagesURL , $WebURL . "NoAuth/images/"); Set($LogoURL , $WebImagesURL . "rt.jpg"); Set($WebNoAuthRegex, qr!^(?:/+NoAuth/| /+REST/\d+\.\d+/NoAuth/)!x ); Set($MessageBoxWidth , 72); Set($MessageBoxWrap, "HARD"); Set($TrustHTMLAttachments , undef); Set($PreferRichText, undef); Set($WebExternalAuth , undef); Set($WebFallbackToInternalAuth , undef); Set($WebExternalGecos , undef); Set($WebExternalAuto , undef); Set($MaxInlineBody, 13456); Set($MyTicketsLength, 10); Set($MyRequestsLength, 10); @MasonParameters = () unless (@MasonParameters); Set ($DefaultSearchResultFormat, qq{ '__id__/TITLE:#', '__Subject__/TITLE:Subject', Status, QueueName, OwnerName, Priority, '__NEWLINE__', '', '__Requestors__', '__CreatedRelative__', '__ToldRelative__', '__LastUpdatedRelative__', '__TimeLeft__'}); @LexiconLanguages = qw(*) unless (@LexiconLanguages); @EmailInputEncodings = qw(utf-8 iso-8859-1 us-ascii) unless (@EmailInputEncodings); Set($EmailOutputEncoding , 'utf-8'); Set($DateDayBeforeMonth , 1); Set($AmbiguousDayInPast , 1); 1; Thanks to all, CHris If you have received this email in error, please immediately advise the sender by return email and delete the email message and any attachments from your system. No confidentiality or privilege is waived or lost by mistransmission. Any views expressed in this message are those of the individual sender, except where the message states otherwise and the sender is authorized to state them to be the views of St Joseph's College, Geelong +61 3 5226-8100. Whilst we use software to detect viruses we exclude all liability for the presence of any virus or alike in any email message or attachments. From cpwe at deakin.edu.au Mon Jul 5 20:22:04 2004 From: cpwe at deakin.edu.au (Christopher Peter Welsh) Date: Tue, 6 Jul 2004 10:22:04 +1000 Subject: [rt-users] Can\'t load Perl file: /usr/local/rt3/bin/webmux.pl Low on time with this one Message-ID: <200407060022.i660M4kG008114@l-hestia-1.its.deakin.edu.au> From Richard.Ellis at Sun.COM Mon Jul 5 21:07:56 2004 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Tue, 06 Jul 2004 02:07:56 +0100 Subject: [rt-users] index.html not found Message-ID: <4a3fe47790.477904a3fe@eris-mail1.uk.sun.com> Hi, Just upgraded on of our instances of RT from 3.0.9 to 3.2.0, checked the deps and did make fixdeps, restarted apache 1.3.29 etc Now I see file not found errors for anything I try. Currently got it running on standalone_httpd while I try and fix this. It's probably just me being dumb but its gone 2AM here :(. permissions in the dir are fine, its chown'd and chmod'd as before and standalone_httpd sees everything first time. Thanks Rik From wmorgenstern at coopoptical.com Mon Jul 5 22:09:40 2004 From: wmorgenstern at coopoptical.com (Werner Morgenstern) Date: Mon, 5 Jul 2004 22:09:40 -0400 Subject: [rt-users] Mason Handler Error after 3.2.0 installation. In-Reply-To: Message-ID: Look under http://wiki.bestpactical.com and search for FastCGI. For RT 3.2.0, the FastCGI has changed. It depends on which user Apache/FastCGI runs as. It has not really anything to do with File Permissions. Somebody else had the same problem, and I send an Email too. Look in the archive for the RT List. The information transmitted is intended only for the person or entity to which it is addressed and may contain confidential and/or privileged material. Any review, retransmission, dissemination or other use of, or taking of any action in reliance upon, this information by persons or entities other than the intended recipient is prohibited. If you received this in error, please contact the sender and delete the material from any computer. -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Camron W. Fox Sent: Thursday, July 01, 2004 2:30 PM To: rt-users at lists.bestpractical.com Subject: [rt-users] Mason Handler Error after 3.2.0 installation. Alle, I've just done a scratch install of RT3.2.0 on RHEL3, Perl 5.8.3, Apache 2.0.46, FCGI 2.4.0. All required perl mods are installed. After starting the apache server, I get the following errors in /var/log/httpd/error_log: Can't locate /usr/local/rt3/etc/RT_SiteConfig.pm in @INC (@INC contains: /usr/local/rt3/local/lib /usr/local/rt3/lib /usr/local/lib/perl5/5.8.3/i686-linux /usr/local/lib/perl5/5.8.3 /usr/local/lib/perl5/site_perl/5.8.3/i686-linux /usr/local/lib/perl5/site_perl/5.8.3 /usr/local/lib/perl5/site_perl .) at /usr/local/rt3/lib/RT.pm line 105. Compilation failed in require at /usr/local/rt3/bin/mason_handler.fcgi line 28. [Wed Jun 30 14:12:12 2004] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" (pid 18385) terminated by calling exit with status '13' Here is my rt setup in httpd.conf: LoadModule fastcgi_module modules/mod_fastcgi.so FastCgiServer /usr/local/rt3/bin/mason_handler.fcgi -idle-timeout 300 -processes 10 DocumentRoot /usr/local/rt3/share/html AddDefaultCharset UTF-8 Alias /NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images/ ScriptAlias / /usr/local/rt3/bin/mason_handler.fcgi/ Any help would be appreciated. Best Regards, Camron Camron W. Fox Hilo Office High Performance Computing Group Fujitsu America, INC. E-mail: cwfox at fujitsu.com _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users RT Developer and Administrator training is coming to LA, DC and Frankfurt this spring and summer. http://bestpractical.com/services/training.html Sign up early, as class space is limited. From chrisw at sjc.vic.edu.au Mon Jul 5 22:56:57 2004 From: chrisw at sjc.vic.edu.au (Christopher Welsh) Date: Tue, 06 Jul 2004 12:56:57 +1000 Subject: [rt-users] Can\'t load Perl file: /usr/local/rt3/bin/webmux.pl Low on time with this one Message-ID: <40EA14F9.8080008@sjc.vic.edu.au> Oh, forgot to mention. I tried this (below)from the faq but no luck Can anyone help? Thanks, Chris > Can't call method "handle_request" on an undefined value at > /usr/local/rt2/bin/webmux.pl line 170. Bruce Campbell answers: Having run into this just recently, you probably have an old DBI.pm from a previous version of perl lying around. It's also been reported that having PerlFreshRestart On in your Apache config can also cause this. Make sure you have PerlFreshRestart turned off. -- St Joseph's College Geelong 135 Aphrasia Street, Newtown, Victoria, 3220 Ph: 03 5226 8174, 03 5226 8100, Fax: 03 5221 6983 E-mail: chrisw at sjc.vic.edu.au WWW: http://www.sjc.vic.edu.au If you have received this email in error, please immediately advise the sender by return email and delete the email message and any attachments from your system. No confidentiality or privilege is waived or lost by mistransmission. Any views expressed in this message are those of the individual sender, except where the message states otherwise and the sender is authorized to state them to be the views of St Joseph's College, Geelong +61 3 5226-8100. Whilst we use software to detect viruses we exclude all liability for the presence of any virus or alike in any email message or attachments. From Roland.Schlaeper at AUDI.DE Tue Jul 6 02:30:31 2004 From: Roland.Schlaeper at AUDI.DE (Roland.Schlaeper at AUDI.DE) Date: Tue, 6 Jul 2004 08:30:31 +0200 Subject: [rt-users] Cannot send mail from another account than 'root' Message-ID: <321A593B04E1E349AE6F2FF29DBD0A9402364724@deaudiis1171.audi.de> I need help. A reply to an existing ticket only reaches the recepient if I am logged in to RT web interface as 'root'. If I login as another user I get the normal confirmation from RT but the mail isn't sent. I see no error message in RT's, apache's, sendmail's or Solaris' log file. Via RT web interface I granted all users the right to reply to a ticket. I also tried granting superuser privileges - without success. Is somebody able to help? Thanks in advance, Roland. From stefano.razzauti at yogitech.com Tue Jul 6 04:53:19 2004 From: stefano.razzauti at yogitech.com (Stefano Razzauti) Date: Tue, 06 Jul 2004 10:53:19 +0200 Subject: [rt-users] approval feature configuration Message-ID: <40EA687F.3000609@yogitech.com> Hi, I need some help to understand what are the steps to enable approvals on my RT installation. I have RT 3.0.9. Could somebody help me? Thank in advance stefano From Roland.Schlaeper at AUDI.DE Tue Jul 6 09:21:04 2004 From: Roland.Schlaeper at AUDI.DE (Roland.Schlaeper at AUDI.DE) Date: Tue, 6 Jul 2004 15:21:04 +0200 Subject: [rt-users] AW: Cannot send mail from another account than 'root' Message-ID: <321A593B04E1E349AE6F2FF29DBD0A940236472C@deaudiis1171.audi.de> Thank you for your answer. I don't see any message in sendmail's log file. When I reply to a ticket logged in as root, I see a confirmation entry. If I am logged in as another user I don't see anything. Roland -----Urspr?ngliche Nachricht----- Von: seph [mailto:seph at directionless.org] Gesendet: Dienstag, 6. Juli 2004 15:05 An: Roland.Schlaeper at AUDI.DE Cc: rt-users at lists.bestpractical.com Betreff: Re: Cannot send mail from another account than 'root' > A reply to an existing ticket only reaches the recepient if I am logged in > to RT web interface as 'root'. If I login as another user I get the normal > confirmation from RT but the mail isn't sent. > I see no error message in RT's, apache's, sendmail's or Solaris' log file. > Via RT web interface I granted all users the right to reply to a ticket. I > also tried granting superuser privileges - without success. Do the sendmail logs indicate a message is being sent? Are you sure it's not something external? seph From seph at directionless.org Tue Jul 6 09:05:13 2004 From: seph at directionless.org (seph) Date: Tue, 06 Jul 2004 09:05:13 -0400 Subject: [rt-users] Re: Cannot send mail from another account than 'root' In-Reply-To: <321A593B04E1E349AE6F2FF29DBD0A9402364724@deaudiis1171.audi.de> (Roland Schlaeper's message of "Tue, 6 Jul 2004 08:30:31 +0200") References: <321A593B04E1E349AE6F2FF29DBD0A9402364724@deaudiis1171.audi.de> Message-ID: > A reply to an existing ticket only reaches the recepient if I am logged in > to RT web interface as 'root'. If I login as another user I get the normal > confirmation from RT but the mail isn't sent. > I see no error message in RT's, apache's, sendmail's or Solaris' log file. > Via RT web interface I granted all users the right to reply to a ticket. I > also tried granting superuser privileges - without success. Do the sendmail logs indicate a message is being sent? Are you sure it's not something external? seph From gutenpress at gmail.com Tue Jul 6 09:36:29 2004 From: gutenpress at gmail.com (Sean Johnson) Date: Tue, 6 Jul 2004 09:36:29 -0400 Subject: [rt-users] RT 3.2 Database upgrade scripts In-Reply-To: <20040705182745.GH13260@pallas.eruditorum.org> References: <40E997CC.6000101@esabel.net> <20040705182745.GH13260@pallas.eruditorum.org> Message-ID: <11fc6a2504070606364c644769@mail.gmail.com> > > We'll get that fixed up for 3.2.1 > Does it look like 3.2.1 will be released relatively soon .. the only reason I ask is because if so, then I might hold off until its release before migrating from 3.0.11. Thanks, Sean From jesse at bestpractical.com Tue Jul 6 09:47:35 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 6 Jul 2004 09:47:35 -0400 Subject: [rt-users] RT 3.2 Database upgrade scripts In-Reply-To: <11fc6a2504070606364c644769@mail.gmail.com> References: <40E997CC.6000101@esabel.net> <20040705182745.GH13260@pallas.eruditorum.org> <11fc6a2504070606364c644769@mail.gmail.com> Message-ID: <20040706134735.GP13260@pallas.eruditorum.org> On Tue, Jul 06, 2004 at 09:36:29AM -0400, Sean Johnson wrote: > > We'll get that fixed up for 3.2.1 > > Does it look like 3.2.1 will be released relatively soon .. the only > reason I ask is because if so, then I might hold off until its release > before migrating from 3.0.11. At a rough guess, I'd say another week or so. We're still collecting feedback from the 3.2.0 release. > Thanks, > > Sean > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From gutenpress at gmail.com Tue Jul 6 10:00:31 2004 From: gutenpress at gmail.com (Sean Johnson) Date: Tue, 6 Jul 2004 10:00:31 -0400 Subject: [rt-users] RT 3.2 Database upgrade scripts In-Reply-To: <20040706134735.GP13260@pallas.eruditorum.org> References: <40E997CC.6000101@esabel.net> <20040705182745.GH13260@pallas.eruditorum.org> <11fc6a2504070606364c644769@mail.gmail.com> <20040706134735.GP13260@pallas.eruditorum.org> Message-ID: <11fc6a250407060700391da9bc@mail.gmail.com> Cool, thanks! From m-liebman at northwestern.edu Tue Jul 6 10:35:25 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 6 Jul 2004 10:35:25 -0400 Subject: [rt-users] rt 3.2.0 - Search problem In-Reply-To: <40E9503A.2060106@esabel.net> References: <40E9503A.2060106@esabel.net> Message-ID: <20040706143525.GB28902@SDF.LONESTAR.ORG> On Mon, Jul 05, 2004 at 09:57:30AM -0300, Jaime Diaz wrote: > Lettenbauer, Thomas wrote: > >after upgrading to RT 3.2.0 i have problems with the search > >functionality. The result shows only lines with the content "##id##". [snip happens] > I'm having the same problem here.... > Did you find out something?? Your probably using the old style Search/Listing.html. You want to be using Search/Build.html for you queries. Maybe the upgrade process should remove Search/Listing.html since it isn't present in the 3.2 package? Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From jesse at bestpractical.com Tue Jul 6 10:37:15 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 6 Jul 2004 10:37:15 -0400 Subject: [rt-users] rt 3.2.0 - Search problem In-Reply-To: <20040706143525.GB28902@SDF.LONESTAR.ORG> References: <40E9503A.2060106@esabel.net> <20040706143525.GB28902@SDF.LONESTAR.ORG> Message-ID: <20040706143715.GT13260@pallas.eruditorum.org> > Maybe the upgrade process should remove Search/Listing.html since it > isn't present in the 3.2 package? I think that the answer may be to recommend folks move their entire RT 3.0 tree out of the way before upgrading. > > Michael > -- > Michael S. Liebman m-liebman at northwestern.edu > http://msl521.freeshell.org/ > "I have vision and the rest of the world wears bifocals." > -Paul Newman in "Butch Cassidy & the Sundance Kid" > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From m-liebman at northwestern.edu Tue Jul 6 10:12:57 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 6 Jul 2004 10:12:57 -0400 Subject: [rt-users] No email just post In-Reply-To: <20040705155537.GF26641@qwestip.net> References: <20040703190031.GB26641@qwestip.net> <20040704153049.GZ28862@chaka.net> <20040705115826.GE26641@qwestip.net> <40E948A4.9020208@acronis.ru> <20040705155537.GF26641@qwestip.net> Message-ID: <20040706141257.GA28902@SDF.LONESTAR.ORG> On Mon, Jul 05, 2004 at 11:55:37AM -0400, Asif Iqbal wrote: > Ruslan U. Zakirov wrote: > > Hi. > > Almost all outgoing emails are generated by scrips. > > RT default scrip set doesn't send any comments outside. This is main > > difference between comments and replies. Cause RT is highly customizable > > so this behaviour could be changed. > > How? Write your own Scrip Conditions or use 3.2 to selectively disable notifications on a per ticket basis. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From m-liebman at northwestern.edu Tue Jul 6 10:46:56 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 6 Jul 2004 10:46:56 -0400 Subject: [rt-users] privs for self-service ticket submission? In-Reply-To: <200407051635.i65GZIsY021921@shark.cc.uic.edu> References: <200407051635.i65GZIsY021921@shark.cc.uic.edu> Message-ID: <20040706144656.GC28902@SDF.LONESTAR.ORG> On Mon, Jul 05, 2004 at 11:35:18AM -0500, Bob Goldstein wrote: > A. If RT is going to hide all this, at the very least > it should be a bit more subtle. Don't show the Owner > column on the list of open tickets, if you aren't > going to show any owners. Copy /path/to/rt3/share/html/SelfService/Elements/MyRequests to /path/to/rt3/local/html/SelfService/Elements/MyRequests and remove the column from there. > 2. Now, as non-priv user, I want to submit a new Ticket. > Can't do it, because none of the queues are visible in > the drop-down list. Adding SeeQueue doesn't help, > either global or per-queue. What priv is needed? Grant unprivileged users or everyone CreateTicket for the appropriate queues. The wiki page http://wiki.bestpractical.com/index.cgi?Rights may be helpful to you as you continue to work through granting permissions. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From jdiaz at esabel.net Tue Jul 6 10:39:18 2004 From: jdiaz at esabel.net (Jaime Diaz) Date: Tue, 06 Jul 2004 11:39:18 -0300 Subject: [rt-users] rt 3.2.0 - Search problem In-Reply-To: <20040706143715.GT13260@pallas.eruditorum.org> References: <20040706143715.GT13260@pallas.eruditorum.org> Message-ID: <40EAB996.9040004@esabel.net> Jesse Vincent wrote: > > I think that the answer may be to recommend folks move their entire RT > 3.0 tree out of the way before upgrading. > > -- > I moved out Listing.html and made a simbolic link to Build.html. Didn't worked. Anyway, I'll have to make a new installation, due to a server move, so it's not big deal... But I wanted to know a quick fix just to next week. From anabella_cristaldi at hotmail.com Tue Jul 6 10:57:04 2004 From: anabella_cristaldi at hotmail.com (Anabella Cristaldi) Date: Tue, 06 Jul 2004 11:57:04 -0300 Subject: [rt-users] Web Interface Question Message-ID: Hi all, Is it possible to configure RT in order to mark the tickets that have been modified in the web interface ? (For example when someone adds a comment to a ticket) Thanks in advance Anabella _________________________________________________________________ Protect your PC - get McAfee.com VirusScan Online http://clinic.mcafee.com/clinic/ibuy/campaign.asp?cid=3963 From Joseph_Micciche at Progressive.com Tue Jul 6 11:49:37 2004 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Tue, 6 Jul 2004 11:49:37 -0400 Subject: [rt-users] Auto-open ticket Message-ID: RT3.0.7_01 I created a new scrip for a queue. The idea is to automatically set status to Open when a ticket is created because these are urgent tickets: Condition: On Create Action: Open Ticket With Template: AutoOpen (basically copied global Correspondence template). However it is not setting status to Open, it remains New until it is manually changed. Do the global OnCreate scrips take precedence? Or is my Action wrong - need to do a UserDefined action? Thanks for any help. Joe Micciche From mikep at uclink.berkeley.edu Tue Jul 6 11:46:04 2004 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Tue, 06 Jul 2004 08:46:04 -0700 Subject: [rt-users] rt 3.2.0 - Search problem In-Reply-To: <40EAB996.9040004@esabel.net> References: <20040706143715.GT13260@pallas.eruditorum.org> <40EAB996.9040004@esabel.net> Message-ID: <40EAC93C.4040708@uclink.berkeley.edu> I kept going round-and-round on this one 1) Erase old RT files 2) copy my siteconfig file 3) make upgrade of RT 3.2.0 src (not from port) 4) Install RTFM 2.0.2 5) Install stats v0_1_5 6) stop & start apache And then I'd vary the order on step 4 and 5. For me installing stats v0_1_5 broke the search function every time. With and without RTFM. My build: FreeBSD 4.8 , Perl 5.8.4 , Apache/1.3.31, mod_perl/1.29, mod_ssl/2.8.18, OpenSSL/0.9.7d , RT 3.2.0 , RTFM 2.0.2 and no stats for now.... Jaime Diaz wrote: > Jesse Vincent wrote: > >> >> I think that the answer may be to recommend folks move their entire RT >> 3.0 tree out of the way before upgrading. >> >> -- >> > I moved out Listing.html and made a simbolic link to Build.html. Didn't > worked. > Anyway, I'll have to make a new installation, due to a server move, so > it's not big deal... But I wanted to know a quick fix just to next week. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From m-liebman at northwestern.edu Tue Jul 6 12:48:54 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 6 Jul 2004 12:48:54 -0400 Subject: [rt-users] rt 3.2.0 - Search problem In-Reply-To: <40EAC93C.4040708@uclink.berkeley.edu> References: <20040706143715.GT13260@pallas.eruditorum.org> <40EAB996.9040004@esabel.net> <40EAC93C.4040708@uclink.berkeley.edu> Message-ID: <20040706164854.GE28902@SDF.LONESTAR.ORG> On Tue, Jul 06, 2004 at 08:46:04AM -0700, Mike Patterson wrote: > For me installing stats v0_1_5 broke the search function every time. > With and without RTFM. The stats package has not been for the new 3.2.0 search interface. Copy /path/to/rt3/share/html/Elements/Tabs to /path/to/rt3/local/html/Elements/Tabs, overwriting the one installed by stats. Then apply the patch below to local/html/Elements/Tabs. --- share/html/Elements/Tabs 2004-03-08 00:26:38.000000000 -0500 +++ local/html/Elements/Tabs 2004-07-01 12:03:46.000000000 -0400 @@ -58,7 +58,10 @@ P => { title => loc('Approval'), path => 'Approvals/' }, - }; + Z => { title => 'Statistics', + path => 'Statistics/index.html' + }, + }; if (!defined $toptabs) { $toptabs = $basetabs; Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From PBarton at iesi.com Tue Jul 6 13:03:34 2004 From: PBarton at iesi.com (Peter Barton) Date: Tue, 6 Jul 2004 12:03:34 -0500 Subject: [rt-users] RT-Mailgate Message-ID: I have a fully working RT installation. However, I am trying to add more than one email address that people can send tickets in to. My /etc/aliases is straight forward: helpdesk: "|/etc/smrsh/rt-mailgate --queue general --action correspond --url http://www.mysite.org/" Now, I am trying to add this new one: helpdesk-ne: "|/etc/smrsh/rt-mailgate --queue `ny general` --action correspond --url http://troubleticket.iesi.prv/" The problem is with the --queue being two names. I have tried the combos of "", '', () and ``, none have worked, rt-mailgate still sees them as two queues. Does anyone know how rt-mailgate can understand queues with 2 words in their title? Thanks, Peter Barton Corp. Network Manager IESI, Corporation Work:(817) 632-4046 Fax: (817) 632-4047 -------------- next part -------------- An HTML attachment was scrubbed... URL: From jes at nl.demon.net Tue Jul 6 14:02:59 2004 From: jes at nl.demon.net (Jim Segrave) Date: Tue, 6 Jul 2004 20:02:59 +0200 Subject: [rt-users] Can custom fields be used this way? Message-ID: <20040706180259.GA51787@nl.demon.net> We want to make a simple internal tracking system for provisioning requests. These requests involve several iterations of data being passed back and forth between our provisioning team and our NOC, and we'd like to use a system to track these requests. An example (we have several provisioning setups which have the same back & forth behaviour as this one, each involves different bits of data being added to one ticket as it goes along. 0) Customer orders leased line, needs some IP addresses, routeing, etc. 1) Provisioning team opens a ticket in the Leased-line queue and uses custom fields to indicate the telco (one of n choices), line speed (one of n), interface type (one of n), number of IPs needed, details of the customer and location 2) NOC staff see request notificiation and verify that the request is doable (router ports exists, etc). Noc staff adds address assigments ot another custom field of the *same* ticket. 3) Provisioning gets data on the line from the Telco - line ID, ATM circuit VPI/VCI, expected delivery date. This is added to additional custom fields, these will be free-form single values 4) NOC does configuration setup on router and sets the custom field to indicate this is done. 5) Provisioning arranges site call to set up customer end router and adds this to the ticket. 6) NOC brings line up. If successful, ticket is closed as resolved. Each of the transitions from step 0..6 should generate an email to the relevant parties. At any time, staff should be able to open the ticket and see all the information which is currently gathered, in a single standardised format for any given provisioning process. >From our point of view, we could use the web interface to create a ticket - there's no need to process any inbound e-mail. But from looking at the documentation, there doesn't appear to be a way for anyone to change the custom fields once the ticket has been created. We don't want the incremental data to be buried in follow up comments, we want it to be part of the main body of the ticket. Can this be done, or are we looking at the wrong tool? -- Jim Segrave jes at nl.demon.net From jesse at bestpractical.com Tue Jul 6 14:24:02 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 6 Jul 2004 14:24:02 -0400 Subject: [rt-users] Can custom fields be used this way? In-Reply-To: <20040706180259.GA51787@nl.demon.net> References: <20040706180259.GA51787@nl.demon.net> Message-ID: <20040706182402.GE13260@pallas.eruditorum.org> > standardised format for any given provisioning process. > > >From our point of view, we could use the web interface to create a > ticket - there's no need to process any inbound e-mail. But from > looking at the documentation, there doesn't appear to be a way for > anyone to change the custom fields once the ticket has been > created. Click on a ticket's "Basics" tab or the "Custom Fields" title to update the ticket's custom fields on the fly. Best, Jesse > -- > Jim Segrave jes at nl.demon.net > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From m-liebman at northwestern.edu Tue Jul 6 14:50:28 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 6 Jul 2004 14:50:28 -0400 Subject: [rt-users] Can custom fields be used this way? In-Reply-To: <20040706180259.GA51787@nl.demon.net> References: <20040706180259.GA51787@nl.demon.net> Message-ID: <20040706185028.GF28902@SDF.LONESTAR.ORG> On Tue, Jul 06, 2004 at 08:02:59PM +0200, Jim Segrave wrote: > 2) NOC staff see request notificiation and verify that the request is > doable (router ports exists, etc). Noc staff adds address > assigments ot another custom field of the *same* ticket. [snip happens] > 4) NOC does configuration setup on router and sets the custom field to > indicate this is done. I would do step 4 and possibly step 2 (except for your all-in-one requirement) as dependent or child tickets of the provisioning ticket. The logic is already in place to prevent closing a ticket if dependencies aren't met so you would eliminate the need for the CF indicating if the configuration is complete in step 4. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From mikep at uclink.berkeley.edu Tue Jul 6 14:59:24 2004 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Tue, 06 Jul 2004 11:59:24 -0700 Subject: [rt-users] rt 3.2.0 - Search problem In-Reply-To: <20040706164854.GE28902@SDF.LONESTAR.ORG> References: <20040706143715.GT13260@pallas.eruditorum.org> <40EAB996.9040004@esabel.net> <40EAC93C.4040708@uclink.berkeley.edu> <20040706164854.GE28902@SDF.LONESTAR.ORG> Message-ID: <40EAF68C.5020502@uclink.berkeley.edu> Thanks that fixed it for me. Michael S. Liebman wrote: > On Tue, Jul 06, 2004 at 08:46:04AM -0700, Mike Patterson wrote: > >>For me installing stats v0_1_5 broke the search function every time. >>With and without RTFM. > > > The stats package has not been for the new 3.2.0 search > interface. Copy /path/to/rt3/share/html/Elements/Tabs to > /path/to/rt3/local/html/Elements/Tabs, overwriting the one installed > by stats. Then apply the patch below to local/html/Elements/Tabs. > > --- share/html/Elements/Tabs 2004-03-08 00:26:38.000000000 -0500 > +++ local/html/Elements/Tabs 2004-07-01 12:03:46.000000000 -0400 > @@ -58,7 +58,10 @@ > P => { title => loc('Approval'), > path => 'Approvals/' > }, > - }; > + Z => { title => 'Statistics', > + path => 'Statistics/index.html' > + }, > + }; > > if (!defined $toptabs) { > $toptabs = $basetabs; > > Michael From justincl at u.washington.edu Tue Jul 6 15:02:23 2004 From: justincl at u.washington.edu (Justin Clayton) Date: Tue, 06 Jul 2004 12:02:23 -0700 Subject: [rt-users] mod_perl rpm and perl 5.8.4 Message-ID: <40EAF73F.9020007@u.washington.edu> Hello, I just upgraded to RT 3.2.0 on my Red Hat Linux 7.3 box, and as a result had to compile a new version of perl (5.8.4) to comply with the new requirements. I use the apache-1.3.27-2 and mod_perl-1.26-5 rpms, but the compiled perl (the perl rpm is still installed). Even though I installed RT with the 5.8.4 perl, and have confirmed that version appears at the top of all RT-related files I've looked at so far, I still get errors like this in many places: Undefined subroutine &Scalar::Util::weaken called at /usr/local/pkgs/rt3/lib/RT/Action/Generic.pm line 85. Trace begun at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Exceptions.pm line 128 HTML::Mason::Exceptions::rethrow_exception('Undefined subroutine &Scalar::Util::weaken called at /usr/local/pkgs/rt3/lib/RT/Action/Generic.pm line 85.^J') called at /usr/local/pkgs/rt3/lib/RT/Action/Generic.pm line 85 RT::Action::Generic::_Init('RT::Action::CreateTickets=HASH(0x963dba4)') called at /usr/local/pkgs/rt3/lib/RT/Action/Generic.pm line 55 RT::Action::Generic::new('RT::Action::CreateTickets') called at /usr/local/pkgs/rt3/share/html/Tools/Offline.html line 81 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x94a771c)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1056 eval {...}('HTML::Mason::Component::FileBased=HASH(0x94a771c)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1050 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)', 'HTML::Mason::Component::FileBased=HASH(0x94a771c)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 746 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)') called at /usr/local/pkgs/rt3/share/html/autohandler line 199 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x899b990)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1051 eval {...}('HTML::Mason::Component::FileBased=HASH(0x899b990)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1050 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)', 'HASH(0x9611878)', 'HTML::Mason::Component::FileBased=HASH(0x899b990)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 332 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)', 'HASH(0x9611878)', 'HTML::Mason::Component::FileBased=HASH(0x899b990)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 332 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)', 'HASH(0x9611878)', 'HTML::Mason::Component::FileBased=HASH(0x899b990)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 292 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 783 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8df6f3c)', 'Apache=SCALAR(0x9622480)') called at /usr/local/pkgs/rt3/bin/webmux.pl line 145 eval {...}('HTML::Mason::ApacheHandler=HASH(0x8df6f3c)', 'Apache=SCALAR(0x9622480)') called at /usr/local/pkgs/rt3/bin/webmux.pl line 145 RT::Mason::handler('Apache=SCALAR(0x9622480)') called at /dev/null line 0 eval {...}('Apache=SCALAR(0x9622480)') called at /dev/null line 0 I've looked everywhere: what could possibly be looking at the wrong perl, and how do I tell it to stop? This is likely also what is causing my EX_TEMPFAIL errors on all mail sent through the mailgate. -- Justin Clayton VLSI Research System Administrator University of Washington Electrical Engineering Dept justincl at u.washington.edu 206/543.2523 EE1 307E From iqbala-rt-users at qwestip.net Tue Jul 6 16:11:41 2004 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Tue, 6 Jul 2004 16:11:41 -0400 Subject: [rt-users] RT Autoload Error Message-ID: <20040706201141.GG26641@qwestip.net> Hi All When I click on the "Tickets" button sometimes I get the following error I could not find RT::Attribute::Name. error: RT::Attribute::Name Unimplemented in RT::Attributes. (/opt/rt3/lib/RT/Attributes_Overlay.pm line 77) context: ... 453: else { 454: my ($package, $filename, $line); 455: ($package, $filename, $line) = caller; 456: 457: die "$AUTOLOAD Unimplemented in $package. ($filename line $line) \n"; 458: } 459: 460: } 461: ... code stack: /usr/local/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm:457 /opt/rt3/lib/RT/Attributes_Overlay.pm:77 /opt/rt3/lib/RT/Attributes_Overlay.pm:69 /opt/rt3/lib/RT/Attributes_Overlay.pm:84 /opt/rt3/lib/RT/Attributes_Overlay.pm:115 /opt/rt3/share/html/Search/Elements/SelectSearchesForObjects:13 /opt/rt3/share/html/Search/Elements/EditSearches:25 /opt/rt3/share/html/Search/Build.html:65 /opt/rt3/share/html/autohandler:199 Is this a bug I bump into? -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From david.falkenburger at rbc.com Tue Jul 6 16:16:54 2004 From: david.falkenburger at rbc.com (david.falkenburger at rbc.com) Date: Tue, 6 Jul 2004 16:16:54 -0400 Subject: [rt-users] mod_perl rpm and perl 5.8.4 Message-ID: <1AA4003F8D264140917F84EDBF6ED859CE55DD@sew01063.maple.fg.rbc.com> Issue command: perl -V and you should see the search path for libraries, mine has this: Characteristics of this binary (from libperl): Compile-time options: MULTIPLICITY USE_ITHREADS USE_LARGE_FILES PERL_IMPLICIT_CONTEXT Built under linux Compiled at Jun 18 2004 12:24:57 @INC: /usr/local/lib/perl5/5.8.4/i686-linux-thread-multi /usr/local/lib/perl5/5.8.4 /usr/local/lib/perl5/site_perl/5.8.4/i686-linux-thread-multi /usr/local/lib/perl5/site_perl/5.8.4 /usr/local/lib/perl5/site_perl When you installed the new perl it might have added in the old perl path so that you did not have to install all the packages again. If you don't add the old libraries into the search paths then you will have to reinstall all the packages and their dependencies. This might be your problem. Dave -----Original Message----- From: Justin Clayton [mailto:justincl at u.washington.edu] Sent: Tuesday, July 06, 2004 3:02 PM To: rt-users at lists.fsck.com Subject: [rt-users] mod_perl rpm and perl 5.8.4 Hello, I just upgraded to RT 3.2.0 on my Red Hat Linux 7.3 box, and as a result had to compile a new version of perl (5.8.4) to comply with the new requirements. I use the apache-1.3.27-2 and mod_perl-1.26-5 rpms, but the compiled perl (the perl rpm is still installed). Even though I installed RT with the 5.8.4 perl, and have confirmed that version appears at the top of all RT-related files I've looked at so far, I still get errors like this in many places: Undefined subroutine &Scalar::Util::weaken called at /usr/local/pkgs/rt3/lib/RT/Action/Generic.pm line 85. Trace begun at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Exceptions.pm line 128 HTML::Mason::Exceptions::rethrow_exception('Undefined subroutine &Scalar::Util::weaken called at /usr/local/pkgs/rt3/lib/RT/Action/Generic.pm line 85.^J') called at /usr/local/pkgs/rt3/lib/RT/Action/Generic.pm line 85 RT::Action::Generic::_Init('RT::Action::CreateTickets=HASH(0x963dba4)') called at /usr/local/pkgs/rt3/lib/RT/Action/Generic.pm line 55 RT::Action::Generic::new('RT::Action::CreateTickets') called at /usr/local/pkgs/rt3/share/html/Tools/Offline.html line 81 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x94a771 c)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1056 eval {...}('HTML::Mason::Component::FileBased=HASH(0x94a771c)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1050 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9725b 68)', 'HTML::Mason::Component::FileBased=HASH(0x94a771c)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 746 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x 9725b68)') called at /usr/local/pkgs/rt3/share/html/autohandler line 199 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x899b99 0)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1051 eval {...}('HTML::Mason::Component::FileBased=HASH(0x899b990)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1050 HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9725b 68)', 'HASH(0x9611878)', 'HTML::Mason::Component::FileBased=HASH(0x899b990)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 332 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)', 'HASH(0x9611878)', 'HTML::Mason::Component::FileBased=HASH(0x899b990)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 332 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)', 'HASH(0x9611878)', 'HTML::Mason::Component::FileBased=HASH(0x899b990)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 292 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9725b 68)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134 eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0x9725b68)') called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 783 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0x8df6f3c)', 'Apache=SCALAR(0x9622480)') called at /usr/local/pkgs/rt3/bin/webmux.pl line 145 eval {...}('HTML::Mason::ApacheHandler=HASH(0x8df6f3c)', 'Apache=SCALAR(0x9622480)') called at /usr/local/pkgs/rt3/bin/webmux.pl line 145 RT::Mason::handler('Apache=SCALAR(0x9622480)') called at /dev/null line 0 eval {...}('Apache=SCALAR(0x9622480)') called at /dev/null line 0 I've looked everywhere: what could possibly be looking at the wrong perl, and how do I tell it to stop? This is likely also what is causing my EX_TEMPFAIL errors on all mail sent through the mailgate. -- Justin Clayton VLSI Research System Administrator University of Washington Electrical Engineering Dept justincl at u.washington.edu 206/543.2523 EE1 307E _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------------------------------------------------------This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier ?lectronique est confidentiel et prot?g?. L'exp?diteur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) d?sign?(s) est interdite. Si vous recevez ce courrier ?lectronique par erreur, veuillez m'en aviser imm?diatement, par retour de courrier ?lectronique ou par un autre moyen. ============================================================ -------------- next part -------------- An HTML attachment was scrubbed... URL: From justincl at u.washington.edu Tue Jul 6 17:32:25 2004 From: justincl at u.washington.edu (Justin Clayton) Date: Tue, 06 Jul 2004 14:32:25 -0700 Subject: [rt-users] mod_perl rpm and perl 5.8.4 In-Reply-To: <1AA4003F8D264140917F84EDBF6ED859CE55DD@sew01063.maple.fg.rbc.com> References: <1AA4003F8D264140917F84EDBF6ED859CE55DD@sew01063.maple.fg.rbc.com> Message-ID: <40EB1A69.1050507@u.washington.edu> As suspected, my perl does the Right Thing as well, and the 5.6.1 dirs are not in my @INC. Could it be that both the apache and/or mod_perl rpms were likely compiled to look at the 5.6.1 rpm? If this is true, what do I need to recompile? --Justin david.falkenburger at rbc.com wrote: > Issue command: > perl -V > > and you should see the search path for libraries, mine has this: > Characteristics of this binary (from libperl): > Compile-time options: MULTIPLICITY USE_ITHREADS USE_LARGE_FILES > PERL_IMPLICIT_CONTEXT > Built under linux > Compiled at Jun 18 2004 12:24:57 > @INC: > /usr/local/lib/perl5/5.8.4/i686-linux-thread-multi > /usr/local/lib/perl5/5.8.4 > /usr/local/lib/perl5/site_perl/5.8.4/i686-linux-thread-multi > /usr/local/lib/perl5/site_perl/5.8.4 > /usr/local/lib/perl5/site_perl > > When you installed the new perl it might have added in the old perl > path so that you did not have to install all the packages again. If > you don't add the old libraries into the search paths then you will > have to reinstall all the packages and their dependencies. > > This might be your problem. > > Dave > > -----Original Message----- > From: Justin Clayton [mailto:justincl at u.washington.edu] > Sent: Tuesday, July 06, 2004 3:02 PM > To: rt-users at lists.fsck.com > Subject: [rt-users] mod_perl rpm and perl 5.8.4 > > > Hello, > > I just upgraded to RT 3.2.0 on my Red Hat Linux 7.3 box, and as a result > had to compile a new version of perl (5.8.4) to comply with the new > requirements. I use the apache-1.3.27-2 and mod_perl-1.26-5 rpms, but > the compiled perl (the perl rpm is still installed). Even though I > installed RT with the 5.8.4 perl, and have confirmed that version > appears at the top of all RT-related files I've looked at so far, I > still get errors like this in many places: > > Undefined subroutine &Scalar::Util::weaken called at > /usr/local/pkgs/rt3/lib/RT/Action/Generic.pm line 85. > > > Trace begun at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Exceptions.pm > line 128 > HTML::Mason::Exceptions::rethrow_exception('Undefined subroutine > &Scalar::Util::weaken called at > /usr/local/pkgs/rt3/lib/RT/Action/Generic.pm line 85.^J') called at > /usr/local/pkgs/rt3/lib/RT/Action/Generic.pm line 85 > RT::Action::Generic::_Init('RT::Action::CreateTickets=HASH(0x963dba4)') > called at /usr/local/pkgs/rt3/lib/RT/Action/Generic.pm line 55 > RT::Action::Generic::new('RT::Action::CreateTickets') called at > /usr/local/pkgs/rt3/share/html/Tools/Offline.html line 81 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x94a771c)') > > called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1056 > eval {...}('HTML::Mason::Component::FileBased=HASH(0x94a771c)') called > at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1050 > HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)', > > 'HTML::Mason::Component::FileBased=HASH(0x94a771c)') called at > /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 746 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)') > > called at /usr/local/pkgs/rt3/share/html/autohandler line 199 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x899b990)') > > called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1051 > eval {...}('HTML::Mason::Component::FileBased=HASH(0x899b990)') called > at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1050 > HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)', > > 'HASH(0x9611878)', 'HTML::Mason::Component::FileBased=HASH(0x899b990)') > called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 332 > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)', > 'HASH(0x9611878)', 'HTML::Mason::Component::FileBased=HASH(0x899b990)') > called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 332 > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)', > 'HASH(0x9611878)', 'HTML::Mason::Component::FileBased=HASH(0x899b990)') > called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 292 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)') > > called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm > line 134 > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)') called > at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)') > > called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm > line 783 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8df6f3c)', > > 'Apache=SCALAR(0x9622480)') called at /usr/local/pkgs/rt3/bin/webmux.pl > line 145 > eval {...}('HTML::Mason::ApacheHandler=HASH(0x8df6f3c)', > 'Apache=SCALAR(0x9622480)') called at /usr/local/pkgs/rt3/bin/webmux.pl > line 145 > RT::Mason::handler('Apache=SCALAR(0x9622480)') called at /dev/null line 0 > eval {...}('Apache=SCALAR(0x9622480)') called at /dev/null line 0 > > I've looked everywhere: what could possibly be looking at the wrong > perl, and how do I tell it to stop? This is likely also what is causing > my EX_TEMPFAIL errors on all mail sent through the mailgate. > -- Justin Clayton VLSI Research System Administrator University of Washington Electrical Engineering Dept justincl at u.washington.edu 206/543.2523 EE1 307E From m.oe at x-trader.de Tue Jul 6 18:14:40 2004 From: m.oe at x-trader.de (Markus Oestreicher) Date: Wed, 7 Jul 2004 00:14:40 +0200 Subject: [rt-users] RT-Mailgate References: Message-ID: <055601c463a6$a24e54e0$02c0a8c0@gnbuero.qhintra.net> Peter Barton wrote: >> Now, I am trying to add this new one: >> >> helpdesk-ne: "|/etc/smrsh/rt-mailgate --queue `ny general` --action >> correspond --url http://troubleticket.iesi.prv/" >> >> The problem is with the --queue being two names. I have tried the >> combos of "", '', () and ``, none have worked, rt-mailgate still >> sees them as two queues. Does anyone know how rt-mailgate can >> understand queues with 2 words in their title? Use this syntax: ... --queue \"ny general\" ... Markus From checkpoint at ozbergs.com Tue Jul 6 17:54:37 2004 From: checkpoint at ozbergs.com (Stevo) Date: Tue, 6 Jul 2004 14:54:37 -0700 Subject: [rt-users] RT Mail From Line Issues Message-ID: <008901c463a3$d528daa0$0a02010a@renditionnetworks.com> Hey Team, When RT sends an email to a requestor, cc or admincc the email arrives with a from line that looks like the one below: From: Nobody [mailto:nobody at tickets]On Behalf Of Stevo Devo How do I tweak this so it looks a little prettier?? Like From: My Ticketing System [mailto:basic-queue at tickets]On Behalf of Stevo Devo Any ideas? -Stevo From knitterb at blandsite.org Tue Jul 6 19:29:31 2004 From: knitterb at blandsite.org (Brandon Knitter) Date: Tue, 6 Jul 2004 16:29:31 -0700 Subject: [rt-users] ERROR: New Tickets From Web Interface Message-ID: <1089156571.40eb35db8f843@webmail.blandsite.org> I'm testing out RT 3.2.0 and when I post a new ticket to any queue I'm getting: == error message == System error error: Unrecognised line: knitterb at d2dcars.com at /home/internal/progs/rt/lib/RT/EmailParser.pm line 450 context: ... 187: # whether they should generate a full stack trace (confess() and cluck()) 188: # or simply report the caller's package (croak() and carp()), respectively. 189: # confess() and croak() die, carp() and cluck() warn. 190: 191: sub croak { die shortmess @_ } 192: sub confess { die longmess @_ } 193: sub carp { warn shortmess @_ } 194: sub cluck { warn longmess @_ } 195: ... code stack: /usr/lib/perl5/5.8.0/Carp.pm:191 /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:122 /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:182 /home/internal/progs/rt/lib/RT/EmailParser.pm:450 /home/internal/progs/rt/lib/RT/User_Overlay.pm:553 /home/internal/progs/rt/lib/RT/Ticket_Overlay.pm:520 /home/internal/progs/rt/lib/RT/Interface/Web.pm:375 /home/internal/progs/rt/share/html/Ticket/Display.html:75 /home/internal/progs/rt/share/html/Ticket/Create.html:257 /home/internal/progs/rt/share/html/autohandler:199 == END error message == If I leave the requestor field blank, then it works okay. Any attempts to add a requestor or CC to a ticket results in a similar error. What's up with that? I tried to debug it, but when I make a similar app with the same data, I am getting no troubles. The line numbers above may be off by a few clicks because I've added in a little bit of debug here and there. For reference: 445:sub ParseAddressFromHeader { 446: my $self = shift; 447: my $Addr = shift; 448: 449: my @Addresses; 450: @Addresses = Mail::Address->parse($Addr); 451: my $AddrObj = $Addresses[0]; 452: 453: unless ( ref($AddrObj) ) { 454: return ( undef, undef ); 455: } 456: 457: my $Name = ( $AddrObj->phrase || $AddrObj->comment || $AddrObj->address); 459: 460: #Lets take the from and load a user object. 461: my $Address = $AddrObj->address; 462: 463: return ( $Address, $Name ); 464:} == raw error == Unrecognised line: knitterb at d2dcars.com at /home/internal/progs/rt/lib/RT/EmailParser.pm line 450 Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Unrecognised line: knitterb at d2dcars.com at /home/internal/progs/rt/lib/RT/EmailParser.pm line 450^J') called at /usr/lib/perl5/5.8.0/Carp.pm line 191 Carp::croak('Unrecognised line: knitterb at d2dcars.com') called at /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm line 122 Mail::Address::_tokenise('knitterb at d2dcars.com') called at /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm line 182 Mail::Address::parse('Mail::Address', 'knitterb at d2dcars.com') called at /home/internal/progs/rt/lib/RT/EmailParser.pm line 450 RT::EmailParser::ParseAddressFromHeader('', 'knitterb at d2dcars.com') called at /home/internal/progs/rt/lib/RT/User_Overlay.pm line 553 RT::User::LoadOrCreateByEmail('RT::User=HASH(0x9bdbb80)', 'knitterb at d2dcars.com') called at /home/internal/progs/rt/lib/RT/Ticket_Overlay.pm line 520 RT::Ticket::Create('RT::Ticket=HASH(0x9bf941c)', 'DependsOn', 'ARRAY(0x9bf90e0)', 'Requestor', 'ARRAY(0x87d2910)', 'TimeEstimated', undef, 'RefersTo', 'ARRAY(0x9bf8544)', 'Cc', 'ARRAY(0x87d2964)', 'ReferredToBy', 'ARRAY(0x9bf7adc)', 'Subject', 'asdasd', 'Status', 'new', 'Children', 'ARRAY(0x9bf8448)', 'FinalPriority', 0, 'TimeLeft', '', 'Queue', 'User', 'AdminCc', 'ARRAY(0x87d29b8)', 'DependedOnBy', 'ARRAY(0x9bf7b30)', 'Owner', 10, 'MIMEObj', 'MIME::Entity=HASH(0x9b696c0)', 'InitialPriority', 0, 'Type', 'ticket', 'Parents', 'ARRAY(0x9bf7c98)', 'CustomField-1', '', 'Starts', '1970-01-01 00:00:00', 'TimeWorked', '', 'Due', '1970-01-01 00:00:00') called at /home/internal/progs/rt/lib/RT/Interface/Web.pm line 375 HTML::Mason::Commands::CreateTicket('Attachments', undef, 'Status', 'new', 'new-DependsOn', '', 'CustomField-1-Value', '', 'Queue', 'User', 'AdminCc', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd', 'Due', '') called at /home/internal/progs/rt/share/html/Ticket/Display.html line 75 HTML::Mason::Commands::__ANON__('Status', 'new', 'CustomField-1-Value', '', 'new-DependsOn', '', 'Queue', 'User', 'AdminCc', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x98d6350)', 'Status', 'new', 'CustomField-1-Value', '', 'new-DependsOn', '', 'Queue', 'User', 'AdminCc', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Status', 'new', 'CustomField-1-Value', '', 'new-DependsOn', '', 'Queue', 'User', 'AdminCc', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd', 'Due', '') called at /home/internal/progs/rt/share/html/Ticket/Create.html line 257 HTML::Mason::Commands::__ANON__('Status', 'new', 'new-DependsOn', '', 'CustomField-1-Value', '', 'Queue', 'User', 'AdminCc', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd', 'Due', '', 'Status', 'new', 'new-DependsOn', '', 'CustomField-1-Value', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'asdasd', 'DependsOn-new', '', 'Owner', 10, 'Due', '', 'Queue', 'User', 'AdminCc', '', 'Cc', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x99e3540)', 'Status', 'new', 'new-DependsOn', '', 'CustomField-1-Value', '', 'Queue', 'User', 'AdminCc', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd', 'Due', '', 'Status', 'new', 'new-DependsOn', '', 'CustomField-1-Value', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'asdasd', 'DependsOn-new', '', 'Owner', 10, 'Due', '', 'Queue', 'User', 'AdminCc', '', 'Cc', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'Status', 'new', 'new-DependsOn', '', 'CustomField-1-Value', '', 'Queue', 'User', 'AdminCc', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd', 'Due', '', 'Status', 'new', 'new-DependsOn', '', 'CustomField-1-Value', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'asdasd', 'DependsOn-new', '', 'Owner', 10, 'Due', '', 'Queue', 'User', 'AdminCc', '', 'Cc', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9b5fd84)', 'Status', 'new', 'new-DependsOn', '', 'CustomField-1-Value', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'asdasd', 'DependsOn-new', '', 'Owner', 10, 'Due', '', 'Queue', 'User', 'AdminCc', '', 'Cc', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd') called at /home/internal/progs/rt/share/html/autohandler line 199 HTML::Mason::Commands::__ANON__('Status', 'new', 'new-DependsOn', '', 'CustomField-1-Value', '', 'Queue', 'User', 'AdminCc', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f8f04c)', 'Status', 'new', 'new-DependsOn', '', 'CustomField-1-Value', '', 'Queue', 'User', 'AdminCc', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1069 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'Status', 'new', 'new-DependsOn', '', 'CustomField-1-Value', '', 'Queue', 'User', 'AdminCc', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd', 'Due', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9b5fd84)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9b5fd84)') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9006fcc)', 'Apache::RequestRec=SCALAR(0x9b9f22c)') called at /home/internal/progs/rt/bin/webmux.pl line 145 eval {...} at /home/internal/progs/rt/bin/webmux.pl line 145 RT::Mason::handler('Apache::RequestRec=SCALAR(0x9b9f22c)') called at -e line 0 eval {...} at -e line 0 == END raw error == -- -bk From jeff at voskamp.ca Tue Jul 6 14:39:28 2004 From: jeff at voskamp.ca (Jeff Voskamp) Date: Tue, 6 Jul 2004 14:39:28 -0400 Subject: [rt-users] Tracking Expenses as well as time. Message-ID: <20040706183928.GA21532@thor.voskamp.ca> Hello. Has anyone put together something to track non-time expenses related to a request? For example: Upgrading a PC involves spending $45 for more memory and $100 for a new drive. It would be nice to know that they get billed for $145 plus time (which is already being tracked). I was thinking of some Global Custom Fields and scrips to handle "spent" and "total spent" but I'm hoping not to have to re-invent the wheel. Currently running 3.0.11, but toying with 3.2.0. Jeff Voskamp From d.waddell at uq.edu.au Tue Jul 6 21:48:07 2004 From: d.waddell at uq.edu.au (Duncan Waddell) Date: Wed, 07 Jul 2004 11:48:07 +1000 Subject: [rt-users] Can't locate object method "menu_item" via package "Apache::Status" In-Reply-To: <200407060022.i660M4kG008114@l-hestia-1.its.deakin.edu.au> References: <200407060022.i660M4kG008114@l-hestia-1.its.deakin.edu.au> Message-ID: <40EB5657.3000603@uq.edu.au> Hi folks, I am getting the following error when I try to start Apache. Can't locate object method "menu_item" via package "Apache::Status" at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 651. Compilation failed in require aty /opt/rt3/bin/webmux.pl line 61. BEGIN failed--compilation aborted at /opt/rt3/bin/webmux.pl line 67. Compilation failed in require at (eval 3) line 1. If I comment out "Include conf/vhosts/Vhosts.conf" in httpd2.conf apache2 starts but that is no help to me as all I see is: %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK <& /Elements/Header, Title=>loc("RT at a glance"), Refresh => $session{'home_refresh_interval'} &> <& /Elements/Tabs, current_toptab => '', Title=>loc("RT at a glance") &> <& /Elements/MyTickets &> <& /Elements/MyRequests &> <& /Elements/Quicksearch &> <& /Elements/Refresh, Name => 'HomeRefreshInterval', Default => $session {'home_refresh_interval'} &> <%init> if ( $ARGS{'q'} ) { my $query = $ARGS{'q'}; if ( $query =~ m/^\s*(\d+)\s*$/ ) { $m->comp("/Ticket/Display.html" , id=> $1); return(); } $session{'tickets'} = RT::Tickets->new( $session{'CurrentUser'} ); if ( $query =~ m/\@/ ) { $session{'tickets'}->LimitWatcher( VALUE => $query, TYPE => 'Requestor', OPERATOR => '=', ); $m->comp("/Search/Listing.html"); return(); } # # Any search on queue name or subject will be for new/open tickets # only. # $session{'tickets'}->LimitStatus( VALUE => $_, OPERATOR => '=', ) for qw(open new); my $queue = RT::Queue->new( $session{'CurrentUser'} ); if ( $queue->Load($query) && $queue->Id ) { $session{'tickets'}->LimitQueue( VALUE => $queue->Id, OPERATOR => '=', ); $m->comp("/Search/Listing.html"); return(); } $session{'tickets'}->LimitSubject( VALUE => $query, OPERATOR => 'LIKE' ); $m->comp("/Search/Listing.html"); return(); } if ($ARGS{'HomeRefreshInterval'}) { $session{'home_refresh_interval'} = $ARGS{'HomeRefreshInterval'}; } Any hints for a linux newbie? Sincerely, Duncan -- ************************************************************ Duncan Waddell (BSc) Principal Scientific Officer Centre for Microscopy and Microanalysis The University of Queensland. St. Lucia. Qld. 4072 Telephone: +61-7-3365-4216 Facsimile: +61-7-3365-1775 WWW: http://www.uq.edu.au/nanoworld/nanohome.html ************************************************************ Any opinion expressed is that of the writer, and not necessarily that of CMM or of the University. ************************************************************ From jesse at bestpractical.com Tue Jul 6 22:12:08 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 6 Jul 2004 22:12:08 -0400 Subject: [rt-users] ERROR: New Tickets From Web Interface In-Reply-To: <1089156571.40eb35db8f843@webmail.blandsite.org> References: <1089156571.40eb35db8f843@webmail.blandsite.org> Message-ID: <20040707021208.GJ13260@pallas.eruditorum.org> Does the ticket actually get created in the end? Jesse On Tue, Jul 06, 2004 at 04:29:31PM -0700, Brandon Knitter wrote: > I'm testing out RT 3.2.0 and when I post a new ticket to any queue I'm getting: > > == error message == > System error > > error: Unrecognised line: knitterb at d2dcars.com at > /home/internal/progs/rt/lib/RT/EmailParser.pm line 450 > > context: ... > 187: # whether they should generate a full stack trace (confess() and cluck()) > 188: # or simply report the caller's package (croak() and carp()), respectively. > 189: # confess() and croak() die, carp() and cluck() warn. > 190: > 191: sub croak { die shortmess @_ } > 192: sub confess { die longmess @_ } > 193: sub carp { warn shortmess @_ } > 194: sub cluck { warn longmess @_ } > 195: > ... > > code stack: /usr/lib/perl5/5.8.0/Carp.pm:191 > /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:122 > /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm:182 > /home/internal/progs/rt/lib/RT/EmailParser.pm:450 > /home/internal/progs/rt/lib/RT/User_Overlay.pm:553 > /home/internal/progs/rt/lib/RT/Ticket_Overlay.pm:520 > /home/internal/progs/rt/lib/RT/Interface/Web.pm:375 > /home/internal/progs/rt/share/html/Ticket/Display.html:75 > /home/internal/progs/rt/share/html/Ticket/Create.html:257 > /home/internal/progs/rt/share/html/autohandler:199 > > == END error message == > > > If I leave the requestor field blank, then it works okay. Any attempts to add a > requestor or CC to a ticket results in a similar error. What's up with that? I > tried to debug it, but when I make a similar app with the same data, I am > getting no troubles. > > The line numbers above may be off by a few clicks because I've added in a little > bit of debug here and there. > > For reference: > > 445:sub ParseAddressFromHeader { > 446: my $self = shift; > 447: my $Addr = shift; > 448: > 449: my @Addresses; > 450: @Addresses = Mail::Address->parse($Addr); > 451: my $AddrObj = $Addresses[0]; > 452: > 453: unless ( ref($AddrObj) ) { > 454: return ( undef, undef ); > 455: } > 456: > 457: my $Name = ( $AddrObj->phrase || $AddrObj->comment || $AddrObj->address); > 459: > 460: #Lets take the from and load a user object. > 461: my $Address = $AddrObj->address; > 462: > 463: return ( $Address, $Name ); > 464:} > > > > > > == raw error == > Unrecognised line: knitterb at d2dcars.com at > /home/internal/progs/rt/lib/RT/EmailParser.pm line 450 > > > Trace begun at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Exceptions.pm line 131 > HTML::Mason::Exceptions::rethrow_exception('Unrecognised line: > knitterb at d2dcars.com at /home/internal/progs/rt/lib/RT/EmailParser.pm line > 450^J') called at /usr/lib/perl5/5.8.0/Carp.pm line 191 > Carp::croak('Unrecognised line: knitterb at d2dcars.com') called at > /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm line 122 > Mail::Address::_tokenise('knitterb at d2dcars.com') called at > /usr/lib/perl5/site_perl/5.8.0/Mail/Address.pm line 182 > Mail::Address::parse('Mail::Address', 'knitterb at d2dcars.com') called at > /home/internal/progs/rt/lib/RT/EmailParser.pm line 450 > RT::EmailParser::ParseAddressFromHeader('', 'knitterb at d2dcars.com') called at > /home/internal/progs/rt/lib/RT/User_Overlay.pm line 553 > RT::User::LoadOrCreateByEmail('RT::User=HASH(0x9bdbb80)', > 'knitterb at d2dcars.com') called at > /home/internal/progs/rt/lib/RT/Ticket_Overlay.pm line 520 > RT::Ticket::Create('RT::Ticket=HASH(0x9bf941c)', 'DependsOn', > 'ARRAY(0x9bf90e0)', 'Requestor', 'ARRAY(0x87d2910)', 'TimeEstimated', undef, > 'RefersTo', 'ARRAY(0x9bf8544)', 'Cc', 'ARRAY(0x87d2964)', 'ReferredToBy', > 'ARRAY(0x9bf7adc)', 'Subject', 'asdasd', 'Status', 'new', 'Children', > 'ARRAY(0x9bf8448)', 'FinalPriority', 0, 'TimeLeft', '', 'Queue', 'User', > 'AdminCc', 'ARRAY(0x87d29b8)', 'DependedOnBy', 'ARRAY(0x9bf7b30)', 'Owner', 10, > 'MIMEObj', 'MIME::Entity=HASH(0x9b696c0)', 'InitialPriority', 0, 'Type', > 'ticket', 'Parents', 'ARRAY(0x9bf7c98)', 'CustomField-1', '', 'Starts', > '1970-01-01 00:00:00', 'TimeWorked', '', 'Due', '1970-01-01 00:00:00') called at > /home/internal/progs/rt/lib/RT/Interface/Web.pm line 375 > HTML::Mason::Commands::CreateTicket('Attachments', undef, 'Status', 'new', > 'new-DependsOn', '', 'CustomField-1-Value', '', 'Queue', 'User', 'AdminCc', '', > 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', > 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', > 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', > 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', > 'Content', 'sdasdasd', 'Due', '') called at > /home/internal/progs/rt/share/html/Ticket/Display.html line 75 > HTML::Mason::Commands::__ANON__('Status', 'new', 'CustomField-1-Value', '', > 'new-DependsOn', '', 'Queue', 'User', 'AdminCc', '', 'Requestors', > 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', > 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', 'FinalPriority', > 0, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'Owner', 10, > 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', > 'sdasdasd', 'Due', '') called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x98d6350)', > 'Status', 'new', 'CustomField-1-Value', '', 'new-DependsOn', '', 'Queue', > 'User', 'AdminCc', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', > 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', > 'Subject', 'asdasd', 'FinalPriority', 0, 'new-RefersTo', '', 'TimeLeft', '', > 'RefersTo-new', '', 'Owner', 10, 'DependsOn-new', '', 'new-MemberOf', '', > 'MemberOf-new', '', 'Content', 'sdasdasd', 'Due', '') called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, 'Status', 'new', 'CustomField-1-Value', > '', 'new-DependsOn', '', 'Queue', 'User', 'AdminCc', '', 'Requestors', > 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', > 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', 'FinalPriority', > 0, 'new-RefersTo', '', 'TimeLeft', '', 'RefersTo-new', '', 'Owner', 10, > 'DependsOn-new', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', > 'sdasdasd', 'Due', '') called at > /home/internal/progs/rt/share/html/Ticket/Create.html line 257 > HTML::Mason::Commands::__ANON__('Status', 'new', 'new-DependsOn', '', > 'CustomField-1-Value', '', 'Queue', 'User', 'AdminCc', '', 'Requestors', > 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', > 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', 'new-RefersTo', > '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', > 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd', > 'Due', '', 'Status', 'new', 'new-DependsOn', '', 'CustomField-1-Value', '', > 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', > 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'asdasd', > 'DependsOn-new', '', 'Owner', 10, 'Due', '', 'Queue', 'User', 'AdminCc', '', > 'Cc', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', > 'TimeLeft', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd') > called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x99e3540)', > 'Status', 'new', 'new-DependsOn', '', 'CustomField-1-Value', '', 'Queue', > 'User', 'AdminCc', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', > 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', > 'Subject', 'asdasd', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', > 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', > 'MemberOf-new', '', 'Content', 'sdasdasd', 'Due', '', 'Status', 'new', > 'new-DependsOn', '', 'CustomField-1-Value', '', 'Requestors', > 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', > 'TimeWorked', '', 'id', 'new', 'Subject', 'asdasd', 'DependsOn-new', '', > 'Owner', 10, 'Due', '', 'Queue', 'User', 'AdminCc', '', 'Cc', '', > 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', > 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd') called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, 'Status', 'new', 'new-DependsOn', '', > 'CustomField-1-Value', '', 'Queue', 'User', 'AdminCc', '', 'Requestors', > 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', > 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', 'new-RefersTo', > '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', > 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd', > 'Due', '', 'Status', 'new', 'new-DependsOn', '', 'CustomField-1-Value', '', > 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', > 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Subject', 'asdasd', > 'DependsOn-new', '', 'Owner', 10, 'Due', '', 'Queue', 'User', 'AdminCc', '', > 'Cc', '', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', > 'TimeLeft', '', 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd') > called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 760 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9b5fd84)', > 'Status', 'new', 'new-DependsOn', '', 'CustomField-1-Value', '', 'Requestors', > 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', > 'TimeWorked', '', 'id', 'new', 'Subject', 'asdasd', 'DependsOn-new', '', > 'Owner', 10, 'Due', '', 'Queue', 'User', 'AdminCc', '', 'Cc', '', > 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', > 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd') called at > /home/internal/progs/rt/share/html/autohandler line 199 > HTML::Mason::Commands::__ANON__('Status', 'new', 'new-DependsOn', '', > 'CustomField-1-Value', '', 'Queue', 'User', 'AdminCc', '', 'Requestors', > 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', 'Attach', '', > 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', 'new-RefersTo', > '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', 'DependsOn-new', '', > 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', 'Content', 'sdasdasd', > 'Due', '') called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f8f04c)', > 'Status', 'new', 'new-DependsOn', '', 'CustomField-1-Value', '', 'Queue', > 'User', 'AdminCc', '', 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', > 0, 'Starts', '', 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', > 'Subject', 'asdasd', 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', > 'TimeLeft', '', 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', > 'MemberOf-new', '', 'Content', 'sdasdasd', 'Due', '') called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1069 > eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, undef, 'Status', 'new', > 'new-DependsOn', '', 'CustomField-1-Value', '', 'Queue', 'User', 'AdminCc', '', > 'Requestors', 'knitterb at d2dcars.com', 'InitialPriority', 0, 'Starts', '', > 'Attach', '', 'TimeWorked', '', 'id', 'new', 'Cc', '', 'Subject', 'asdasd', > 'new-RefersTo', '', 'FinalPriority', 0, 'RefersTo-new', '', 'TimeLeft', '', > 'DependsOn-new', '', 'Owner', 10, 'new-MemberOf', '', 'MemberOf-new', '', > 'Content', 'sdasdasd', 'Due', '') called at > /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 > eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 338 > eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/Request.pm line 297 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9b5fd84)') > called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 > eval {...} at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 134 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9b5fd84)') > called at /usr/lib/perl5/site_perl/5.8.0/HTML/Mason/ApacheHandler.pm line 792 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9006fcc)', > 'Apache::RequestRec=SCALAR(0x9b9f22c)') called at > /home/internal/progs/rt/bin/webmux.pl line 145 > eval {...} at /home/internal/progs/rt/bin/webmux.pl line 145 > RT::Mason::handler('Apache::RequestRec=SCALAR(0x9b9f22c)') called at -e line 0 > eval {...} at -e line 0 > == END raw error == > > > > > -- > -bk > > > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From jesse at bestpractical.com Tue Jul 6 22:20:55 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 6 Jul 2004 22:20:55 -0400 Subject: [rt-users] Tracking Expenses as well as time. In-Reply-To: <20040706183928.GA21532@thor.voskamp.ca> References: <20040706183928.GA21532@thor.voskamp.ca> Message-ID: <20040707022055.GL13260@pallas.eruditorum.org> On Tue, Jul 06, 2004 at 02:39:28PM -0400, Jeff Voskamp wrote: > Hello. > > Has anyone put together something to track non-time expenses related > to a request? > > For example: Upgrading a PC involves spending $45 for more memory > and $100 for a new drive. It would be nice to know that they get > billed for $145 plus time (which is already being tracked). > > I was thinking of some Global Custom Fields and scrips to handle > "spent" and "total spent" but I'm hoping not to have to re-invent > the wheel. > > Currently running 3.0.11, but toying with 3.2.0. You might also want to toy with 3.3, which gets you per-txn custom fields. > Jeff Voskamp > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From jesse at bestpractical.com Tue Jul 6 22:25:14 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 6 Jul 2004 22:25:14 -0400 Subject: [rt-users] ERROR: New Tickets From Web Interface In-Reply-To: <1089156571.40eb35db8f843@webmail.blandsite.org> References: <1089156571.40eb35db8f843@webmail.blandsite.org> Message-ID: <20040707022514.GM13260@pallas.eruditorum.org> On Tue, Jul 06, 2004 at 04:29:31PM -0700, Brandon Knitter wrote: > I'm testing out RT 3.2.0 and when I post a new ticket to any queue I'm getting: > > == error message == > System error > > error: Unrecognised line: knitterb at d2dcars.com at > /home/internal/progs/rt/lib/RT/EmailParser.pm line 450 I can't replicate this error locally. Can you (or anyone else who can replicate this) send me the output of http://127.0.0.1/Admin/Tools/Configuration.html on your RT instance. Thanks, Jesse From jens at cyber.com.au Tue Jul 6 23:31:50 2004 From: jens at cyber.com.au (Jens Porup) Date: Wed, 7 Jul 2004 13:31:50 +1000 Subject: [rt-users] email interface -- newbie question Message-ID: <20040707033150.GD17946@vanilla.office.cyber.com.au> G'day, I've had a good look through the pdf manual, and I've searched the archives, and I haven't found what I'm looking for. I'm completely new to RT, and I want to learn how to set up and use the email interface, so that non-staff can email and auto-create tickets (that's the general idea of RT, right?) Can anyone point me in the right direction for this? Thanks, Jens From jens at cyber.com.au Tue Jul 6 23:44:49 2004 From: jens at cyber.com.au (Jens Porup) Date: Wed, 7 Jul 2004 13:44:49 +1000 Subject: [rt-users] automatic child queue creation? Message-ID: <20040707034449.GE17946@vanilla.office.cyber.com.au> G'day, I have a queue that exists to be the child for two other separate queues. Certainly I can create a ticket for the parent, and then manually create the parent child relationship for each ticket. But that's time consuming, and error-prone. The way I think of it, it's like a container object--Queue A and Queue B always and by definition contain Queue C. No A or B should exists without C, and C only exists to be part of A and B. Essentially, I want to track incoming batches of data (Queue A) and outgoing batches of data (Queue B), and each has a separate child called a media ticket (Queue C), that tracks the location and status of the physical medium (CD, floppy, who has it checked out, etc). Is this sort of permanent sub-queue structure possible in RT? Thanks, Jens From rt_mail_lists at no1.net.au Wed Jul 7 01:13:06 2004 From: rt_mail_lists at no1.net.au (John) Date: Wed, 07 Jul 2004 15:13:06 +1000 Subject: [rt-users] RT2 Installation with Mod_Perl assistance required :: RT dies after enter username and password Message-ID: <40EB8662.70804@no1.net.au> Sorry to bother everyone. I am going around in circles so if someone could just point me in the right direction, I can let go of my tail. Mandrake 8.1 (I know a little old, it is behind a firewall on a local network) Apache 1.3.31 + Mod_Perl RT-2-0-15 1/ Dependencies installed ok (with exception of Apache::Cookie which gave me some trouble with the dependancy Apache::Test) 2/ Fixed Apache to mod_perl savvy (I think) and my only confirmation is from the apache log: ... [notice] Apache/1.3.31 (Unix) mod_perl/1.29 configured -- resuming normal operations 3/ Had a permission issue on the log file, fixed it and now... 4/ Login screen comes up ok (except RT image top left - minor issue). If you enter the wrong username or password it tells you. BUT when the right username or password is entered you get a SYSTEM ERROR with the following detail System error error: Unsatisfied dependency chain in Joins Users_2 at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 889. context: ... 885: $seen_aliases{$join} = 1; 886: } 887: else { 888: push ( @keys, $join ); 889: die "Unsatisfied dependency chain in Joins @keys" 890: if $seen{"@keys"}++; 891: } 892: 893: } ... code stack: /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:889 /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:316 /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:109 /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:400 /opt/rt2_innes/lib/RT/Tickets.pm:996 /opt/rt2_innes/WebRT/html/Elements/MyRequests:11 /opt/rt2_innes/WebRT/html/index.html:9 /opt/rt2_innes/WebRT/html/autohandler:58 raw error The section of Handle.pm where it fails for me (as per above) is as follows, I don't know if this helps you point out where it is going wrong or not...but I thought I would include incase it is helpful. 863 sub _BuildJoins { 864 my $self = shift; 865 my $sb = shift; 866 my %seen_aliases; 867 868 $seen_aliases{'main'} = 1; 869 870 my $join_clause = $sb->{'table'} . " main "; 871 872 my @keys = ( keys %{ $sb->{'left_joins'} } ); 873 my %seen; 874 875 while ( my $join = shift @keys ) { 876 if ( $seen_aliases{ $sb->{'left_joins'}{$join}{'depends_on'} } ) { 877 $join_clause = "(" . $join_clause; 878 $join_clause .= 879 $sb->{'left_joins'}{$join}{'alias_string'} . " ON ("; 880 $join_clause .= 881 join ( ') AND( ', 882 values %{ $sb->{'left_joins'}{$join}{'criteria'} } ); 883 $join_clause .= ")) "; 884 885 $seen_aliases{$join} = 1; 886 } 887 else { 888 push ( @keys, $join ); 889 die "Unsatisfied dependency chain in Joins @keys" 890 if $seen{"@keys"}++; 891 } 892 893 } 894 return ( join ( ", ", ( $join_clause, @{ $sb->{'aliases'} } ) ) ); 895 896 } Unfortunately there is no further information in the RT log file or Apache error log file... they both think things are fine for some reason... Am I looking for another permission issue? or is it an apache config problem? I am using Apache's DocumentRoot as follows: DocumentRoot /opt/rt2_innes/WebRT/html ServerName rt.example.com # PerlModule Apache::DBI PerlRequire /opt/rt2_innes/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason PerlModule Apache::DBI (as predicted in RTFM) stopped Apache from starting. I have now tried Multiple installs of: OpenBSD, FreeBSD and now Mandrake. This time I think I am close...I can almost see that nice RT screen....but no cigar yet :-( Any help, advice, solutions would be much appreciated... sleep patterns way outa whack for over a week now... Thanks to anybody who takes the time even if you are unable to assist in my dilema. Kind regards, John From peterch at ticketek.com.au Wed Jul 7 01:13:06 2004 From: peterch at ticketek.com.au (Peter Chun) Date: Wed, 7 Jul 2004 15:13:06 +1000 Subject: [rt-users] No Receipients found Message-ID: Hi, I am trying to get emails sent to requestors on RT 3.0.10, apache 1.3.29, perl 5.8.3 I reply to a ticketek and add my email to the CC field ( just to make sure there is a receipient ) This is the warnings I get in the rt.log file. ( for the 1 attempt to correspond ) I get the correspondence in the history for the ticket, but no emails. I also see lots of the"uninitailized value in length" warnings throughout the log. What is the best way to fix this in this version.? Thanks Peter ------------------------- [Wed Jul 7 03:39:39 2004] [warning]: Use of uninitialized value in length at /usr/local/lib/perl5/site_perl/5.8.0/Text/Quoted.pm line 228. (/usr/local/rt3/lib/RT.pm:247) [Wed Jul 7 03:39:39 2004] [warning]: Use of uninitialized value in length at /usr/local/lib/perl5/site_perl/5.8.0/Text/Quoted.pm line 228. (/usr/local/rt3/lib/RT.pm:247) [Wed Jul 7 03:40:27 2004] [info]: RT::Scrip=HASH(0x176d050): Couldn't prepare Open Tickets (/usr/local/rt3/lib/RT/Scrip_Overlay.pm:346) [Wed Jul 7 03:40:28 2004] [info]: #21/333 - Scrip 4 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:92) [Wed Jul 7 03:40:28 2004] [info]: No recipients found. Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:257) [Wed Jul 7 03:40:29 2004] [info]: #21/333 - Scrip 5 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:92) [Wed Jul 7 03:40:29 2004] [info]: No recipients found. Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:257) [Wed Jul 7 03:40:29 2004] [info]: #21/333 - Scrip 6 (/usr/local/rt3/lib/RT/Action/SendEmail.pm:92) [Wed Jul 7 03:40:29 2004] [info]: No recipients found. Not sending. (/usr/local/rt3/lib/RT/Action/SendEmail.pm:257) [Wed Jul 7 03:40:34 2004] [warning]: Use of uninitialized value in length at /usr/local/lib/perl5/site_perl/5.8.0/Text/Quoted.pm line 228. (/usr/local/rt3/lib/RT.pm:247) [Wed Jul 7 03:40:34 2004] [warning]: Use of uninitialized value in length at /usr/local/lib/perl5/site_perl/5.8.0/Text/Quoted.pm line 228. (/usr/local/rt3/lib/RT.pm:247) From rspier at pobox.com Wed Jul 7 01:26:56 2004 From: rspier at pobox.com (Robert Spier) Date: Tue, 06 Jul 2004 22:26:56 -0700 Subject: [rt-users] RT2 Installation with Mod_Perl assistance required :: RT dies after enter username and password In-Reply-To: <40EB8662.70804@no1.net.au> References: <40EB8662.70804@no1.net.au> Message-ID: What version of DBIx::SearchBuilder? Also, why don't you upgrade to a nice modern 3.x release? -R From jens at cyber.com.au Wed Jul 7 01:31:18 2004 From: jens at cyber.com.au (Jens Porup) Date: Wed, 7 Jul 2004 15:31:18 +1000 Subject: [rt-users] custom scrip, user-defined condition on custom field Message-ID: <20040707053118.GA19659@vanilla.office.cyber.com.au> G'day, I want to create a Custom Condition for a scrip based on a Custom Field set to a certain value. A search of the archive reveals this: $self->TicketObj->QueueObj->Name() but 'perldoc Queue.pm' doesn't suggest the accessor method name to get the value of a custom field. So basically, in English, I want my custom condition to be: If MyVariable equals ThisValue, then Notify etc Thanks, Jens From cubic at acronis.ru Wed Jul 7 03:04:23 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 07 Jul 2004 11:04:23 +0400 Subject: [rt-users] mod_perl rpm and perl 5.8.4 In-Reply-To: <40EAF73F.9020007@u.washington.edu> References: <40EAF73F.9020007@u.washington.edu> Message-ID: <40EBA077.6060807@acronis.ru> http://wiki.bestpractical.com/?CompilingPerl (mod_perl section) http://wiki.bestpractical.com/?ManualApache (step by step instructions) if your new perl has non standart location then you should provide path to apache configure script with arg '--with-perl'. Justin Clayton wrote: > Hello, > > I just upgraded to RT 3.2.0 on my Red Hat Linux 7.3 box, and as a result > had to compile a new version of perl (5.8.4) to comply with the new > requirements. I use the apache-1.3.27-2 and mod_perl-1.26-5 rpms, but > the compiled perl (the perl rpm is still installed). Even though I > installed RT with the 5.8.4 perl, and have confirmed that version > appears at the top of all RT-related files I've looked at so far, I > still get errors like this in many places: > > Undefined subroutine &Scalar::Util::weaken called at > /usr/local/pkgs/rt3/lib/RT/Action/Generic.pm line 85. > > > Trace begun at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Exceptions.pm > line 128 > HTML::Mason::Exceptions::rethrow_exception('Undefined subroutine > &Scalar::Util::weaken called at > /usr/local/pkgs/rt3/lib/RT/Action/Generic.pm line 85.^J') called at > /usr/local/pkgs/rt3/lib/RT/Action/Generic.pm line 85 > RT::Action::Generic::_Init('RT::Action::CreateTickets=HASH(0x963dba4)') > called at /usr/local/pkgs/rt3/lib/RT/Action/Generic.pm line 55 > RT::Action::Generic::new('RT::Action::CreateTickets') called at > /usr/local/pkgs/rt3/share/html/Tools/Offline.html line 81 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x94a771c)') > called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1056 > eval {...}('HTML::Mason::Component::FileBased=HASH(0x94a771c)') called > at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1050 > HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)', > 'HTML::Mason::Component::FileBased=HASH(0x94a771c)') called at > /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 746 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)') > called at /usr/local/pkgs/rt3/share/html/autohandler line 199 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Component.pm line 133 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x899b990)') > called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1051 > eval {...}('HTML::Mason::Component::FileBased=HASH(0x899b990)') called > at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 1050 > HTML::Mason::Request::comp('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)', > 'HASH(0x9611878)', 'HTML::Mason::Component::FileBased=HASH(0x899b990)') > called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 332 > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)', > 'HASH(0x9611878)', 'HTML::Mason::Component::FileBased=HASH(0x899b990)') > called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 332 > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)', > 'HASH(0x9611878)', 'HTML::Mason::Component::FileBased=HASH(0x899b990)') > called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/Request.pm line 292 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)') > called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm > line 134 > eval {...}('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)') called > at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm line 134 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x9725b68)') > called at /usr/lib/perl5/site_perl/5.6.1/HTML/Mason/ApacheHandler.pm > line 783 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8df6f3c)', > 'Apache=SCALAR(0x9622480)') called at /usr/local/pkgs/rt3/bin/webmux.pl > line 145 > eval {...}('HTML::Mason::ApacheHandler=HASH(0x8df6f3c)', > 'Apache=SCALAR(0x9622480)') called at /usr/local/pkgs/rt3/bin/webmux.pl > line 145 > RT::Mason::handler('Apache=SCALAR(0x9622480)') called at /dev/null line 0 > eval {...}('Apache=SCALAR(0x9622480)') called at /dev/null line 0 > > I've looked everywhere: what could possibly be looking at the wrong > perl, and how do I tell it to stop? This is likely also what is causing > my EX_TEMPFAIL errors on all mail sent through the mailgate. > From rt_mail_lists at no1.net.au Wed Jul 7 03:58:07 2004 From: rt_mail_lists at no1.net.au (John) Date: Wed, 07 Jul 2004 17:58:07 +1000 Subject: [rt-users] Re: RT2 Installation with Mod_Perl assistance required :: RT dies after enter username and password In-Reply-To: References: Message-ID: <40EBAD0F.6030801@no1.net.au> Sorry I should have included the version in my post. DBIx::SearchBuilder Ver 1.01 This I believe is the latest. Are there known issues with this version? is it to much bleeding edge for RT2? should I grab an older version? or do you really think RT3.2 might give me less heart burn? I was trying to install RT3 on a different platform....in the meantime 3.2 is released... I always seem to have trouble with bleeding edge stuff but if the consensus out there is that it is easier (RT2 features are sufficient, if I can get it installed) then I am happy to install RT3 Regards, John From rms at 1407.org Wed Jul 7 05:04:47 2004 From: rms at 1407.org (Rui Miguel Seabra) Date: Wed, 07 Jul 2004 10:04:47 +0100 Subject: [rt-users] RT 3.2 Database upgrade scripts In-Reply-To: <20040706134735.GP13260@pallas.eruditorum.org> References: <40E997CC.6000101@esabel.net> <20040705182745.GH13260@pallas.eruditorum.org> <11fc6a2504070606364c644769@mail.gmail.com> <20040706134735.GP13260@pallas.eruditorum.org> Message-ID: <1089191087.2747.96.camel@roque> On Tue, 2004-07-06 at 09:47 -0400, Jesse Vincent wrote: > On Tue, Jul 06, 2004 at 09:36:29AM -0400, Sean Johnson wrote: > > > We'll get that fixed up for 3.2.1 > > > > Does it look like 3.2.1 will be released relatively soon .. the only > > reason I ask is because if so, then I might hold off until its release > > before migrating from 3.0.11. > > At a rough guess, I'd say another week or so. We're still collecting > feedback from the 3.2.0 release. Hi Jesse, My main problem (which is not new to RT) is a couple of perl Modules that don't build with perl -MCPAN -e shell: Module::Build and Log::Dispatch Rui -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From C.A.Vincent at newcastle.ac.uk Wed Jul 7 05:47:49 2004 From: C.A.Vincent at newcastle.ac.uk (Carl Vincent) Date: Wed, 7 Jul 2004 10:47:49 +0100 Subject: [rt-users] RT 3.2: "This message will be sent to..." only for root Message-ID: <37E80E80B681A24B8F768D607373CA80EFE807@largo.campus.ncl.ac.uk> Hi, I've upgraded to 3.2 and haven't experienced any serious problems at all - thanks and well done. I've noticed that when operating as a super-user, I get a really great section on the Update page which tells me who will get copies of the message. However I don't get this as a regular user. It's a shame, as some of my users struggle to remember who gets copies of which stuff, and in 3.0 I'd customised the box at the top to show Requestors, Ccs, Bccs and queue watchers, but that box has been removed in 3.2. Is there a permission I need to grant, or is it limited to super-user because it allows you to configure mail delivery? Cheers Carl -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Carl Vincent http://www.netskills.ac.uk/ (URL) Systems, Software, Webmaster 0191 222 5003 (voice) NETSKILLS - Quality Internet Training 0191 222 5001 (fax) From Richard.Ellis at sun.com Wed Jul 7 05:58:01 2004 From: Richard.Ellis at sun.com (Richard Ellis) Date: Wed, 07 Jul 2004 10:58:01 +0100 Subject: [rt-users] Re: index.html not found In-Reply-To: <20040706010743.9FAB384C102@pallas.eruditorum.org> References: <20040706010743.9FAB384C102@pallas.eruditorum.org> Message-ID: <1089194279.16274.17.camel@sr-egmp02-01> Hi Guys, I'm still seeing major problems with this problem. The story so far: Carried out an upgrade from 3.0.9 to 3.2.0 and restarted the MySQL 2.0.20 and Apache 1.3.29 install and it cannot see any files. Nothing unusual is being logged to the Apache error_log that I have spotted. [Wed Jul 7 02:39:05 2004] [notice] Apache/1.3.29 (Unix) mod_perl/1.29 configured -- resuming normal operations [Wed Jul 7 02:39:05 2004] [info] Server built: Feb 19 2004 06:11:34 [Wed Jul 7 02:39:05 2004] [notice] Accept mutex: fcntl (Default: fcntl) [Wed Jul 7 02:39:25 2004] [info] removed PID file /usr/local/apache/logs/httpd.pid (pid=29452) [Wed Jul 7 02:39:25 2004] [notice] caught SIGTERM, shutting down Access_log only shows: 129.148.9.42 - - [07/Jul/2004:02:39:11 -0700] "GET / HTTP/1.1" 404 292 Apache is in debug log mode atm. moved our upgraded install and carried out a full fresh install sans our localisations and still see same issue. RT standalone_httpd runs fine on both installs. Its a little slow but otherwise fine. put 3.0.9 install back again and Apache is quite happy. current httpd.conf settings ServerAdmin richard.ellis at sun.com DocumentRoot /usr/local/rt3/share/html ServerName gpsummit.eng:3000 AddDefaultCharset UTF-8 PerlModule Apache::DBI PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason RewriteEngine On RewriteRule ^/([0-9]+)$ /Ticket/Display.html?id=$1 [L,R] RewriteRule ^/([^/.]+)$ /Search/Listing.html?ShowQueue=$1 [L] # ErrorLog logs/dummy-host.example.com-error_log # CustomLog logs/dummy-host.example.com-access_log common server is running perl 5.8.3 and make testdeps says everything is fine. Webserver and rt files are all correct permissions and running as the correct users. drwxr-xr-x 13 rtuser rtusers 512 Jul 7 02:24 . drwxr-xr-x 14 root other 512 Jul 7 02:23 .. drwxr-xr-x 2 rtuser rtusers 512 Jul 7 02:24 bin drwxr-xr-x 2 rtuser rtusers 512 Jul 7 02:23 etc drwxr-xr-x 4 rtuser rtusers 512 Jul 7 02:24 lib drwxr-xr-x 6 rtuser rtusers 512 Jul 7 02:24 local drwxr-xr-x 2 rtuser rtusers 512 Jul 7 02:24 sbin drwxr-xr-x 4 rtuser rtusers 512 Jul 7 02:24 share drwxr-xr-x 5 rtuser rtusers 512 Jul 7 02:23 var Any help would be good as our ability to upgrade our live install is badly affected by this issue. Thanks Rik From cerion at open-works.co.uk Wed Jul 7 06:53:14 2004 From: cerion at open-works.co.uk (Cerion Armour-Brown) Date: Wed, 7 Jul 2004 12:53:14 +0200 Subject: [rt-users] No Receipients found In-Reply-To: References: Message-ID: <200407071253.14741.cerion@open-works.co.uk> Don't know about the warnings, but have you missed this in RT_SiteConfig.pm? --- # By default RT doesn't notify the person who performs an update, as they # already know what they've done. If you'd like to change this behaviour, # Set $NotifyActor to 1 Set($NotifyActor, 0); --- Cerion On Wednesday 07 July 2004 07:13, Peter Chun wrote: > Hi, > > I am trying to get emails sent to requestors on RT 3.0.10, apache 1.3.29, > perl 5.8.3 > I reply to a ticketek and add my email to the CC field ( just to make sure > there is a receipient ) > This is the warnings I get in the rt.log file. ( for the 1 attempt to > correspond ) > I get the correspondence in the history for the ticket, but no emails. > > I also see lots of the"uninitailized value in length" warnings throughout > the log. > > What is the best way to fix this in this version.? > Thanks > Peter > > ------------------------- > [Wed Jul 7 03:39:39 2004] [warning]: Use of uninitialized value in length > at /usr/local/lib/perl5/site_perl/5.8.0/Text/Quoted.pm line 228. > (/usr/local/rt3/lib/RT.pm:247) > [Wed Jul 7 03:39:39 2004] [warning]: Use of uninitialized value in length > at /usr/local/lib/perl5/site_perl/5.8.0/Text/Quoted.pm line 228. > (/usr/local/rt3/lib/RT.pm:247) > [Wed Jul 7 03:40:27 2004] [info]: RT::Scrip=HASH(0x176d050): Couldn't > prepare Open Tickets (/usr/local/rt3/lib/RT/Scrip_Overlay.pm:346) > [Wed Jul 7 03:40:28 2004] [info]: > #21/333 - Scrip 4 > (/usr/local/rt3/lib/RT/Action/SendEmail.pm:92) > [Wed Jul 7 03:40:28 2004] [info]: > > No recipients found. Not sending. > (/usr/local/rt3/lib/RT/Action/SendEmail.pm:257) > [Wed Jul 7 03:40:29 2004] [info]: > #21/333 - Scrip 5 > (/usr/local/rt3/lib/RT/Action/SendEmail.pm:92) > [Wed Jul 7 03:40:29 2004] [info]: > > No recipients found. Not sending. > (/usr/local/rt3/lib/RT/Action/SendEmail.pm:257) > [Wed Jul 7 03:40:29 2004] [info]: > #21/333 - Scrip 6 > (/usr/local/rt3/lib/RT/Action/SendEmail.pm:92) > [Wed Jul 7 03:40:29 2004] [info]: > > No recipients found. Not sending. > (/usr/local/rt3/lib/RT/Action/SendEmail.pm:257) > [Wed Jul 7 03:40:34 2004] [warning]: Use of uninitialized value in length > at /usr/local/lib/perl5/site_perl/5.8.0/Text/Quoted.pm line 228. > (/usr/local/rt3/lib/RT.pm:247) > [Wed Jul 7 03:40:34 2004] [warning]: Use of uninitialized value in length > at /usr/local/lib/perl5/site_perl/5.8.0/Text/Quoted.pm line 228. > (/usr/local/rt3/lib/RT.pm:247) > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rt_mail_lists at no1.net.au Wed Jul 7 08:00:21 2004 From: rt_mail_lists at no1.net.au (John) Date: Wed, 07 Jul 2004 22:00:21 +1000 Subject: [rt-users] Does RT3 and it's dependancies affect RT2 in anyway? Message-ID: <40EBE5D5.4050905@no1.net.au> Hi.....determined to get RT working... onto my 3rd *nix distribution and I almost have a working RT but stumped once again... Now that I have Mod_Perl under Apache working, it has been suggested to try RT3.x..... My fears are if it does not fly, will I have caused more issues for myself with RT2 which is falling over when you enter a valid username and password :-( see previous listing titled "RT2 Installation with Mod_Per l assistance required :: RT dies after enter username and password" I have been going at this for a week now and my head hurts... any advice would be appreciated. I am prepared to try any distribution...whatever it takes. Thank you for your time. Regards, John From barnaclebob at gmail.com Wed Jul 7 08:05:17 2004 From: barnaclebob at gmail.com (barnacle bob) Date: Wed, 7 Jul 2004 08:05:17 -0400 Subject: [rt-users] custom scrip, user-defined condition on custom field In-Reply-To: <20040707053118.GA19659@vanilla.office.cyber.com.au> References: <20040707053118.GA19659@vanilla.office.cyber.com.au> Message-ID: Along these same lines. I have been looking for any place that documents the $self object in custom scripts. Is there any place in the perl doc's or somewhere else where i can find information about what methods and properties are available in there? Thanks -Karl Pietri On Wed, 7 Jul 2004 15:31:18 +1000, Jens Porup wrote: > > G'day, > > I want to create a Custom Condition for a scrip based on a Custom Field > set to a certain value. > > A search of the archive reveals this: > > $self->TicketObj->QueueObj->Name() > > but 'perldoc Queue.pm' doesn't suggest the accessor method name to get > the value of a custom field. > > So basically, in English, I want my custom condition to be: > > If MyVariable equals ThisValue, then Notify etc > > Thanks, > > Jens > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From m-liebman at northwestern.edu Wed Jul 7 09:29:08 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 7 Jul 2004 09:29:08 -0400 Subject: [rt-users] RT 3.2: "This message will be sent to..." only for root In-Reply-To: <37E80E80B681A24B8F768D607373CA80EFE807@largo.campus.ncl.ac.uk> References: <37E80E80B681A24B8F768D607373CA80EFE807@largo.campus.ncl.ac.uk> Message-ID: <20040707132908.GA19016@SDF.LONESTAR.ORG> On Wed, Jul 07, 2004 at 10:47:49AM +0100, Carl Vincent wrote: > Is there a permission I need to grant, or is it limited to super-user > because it allows you to configure mail delivery? ShowOutgoingEmail Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From david.falkenburger at rbc.com Wed Jul 7 09:28:52 2004 From: david.falkenburger at rbc.com (david.falkenburger at rbc.com) Date: Wed, 7 Jul 2004 09:28:52 -0400 Subject: [rt-users] custom scrip, user-defined condition on custom fie ld Message-ID: <1AA4003F8D264140917F84EDBF6ED859CE55DF@sew01063.maple.fg.rbc.com> Take a look at http://wiki.bestpractical.com/index.cgi?ExampleOfCustomFieldInCondition -----Original Message----- From: Jens Porup [mailto:jens at cyber.com.au] Sent: Wednesday, July 07, 2004 1:31 AM To: rt-users at lists.bestpractical.com Subject: [rt-users] custom scrip, user-defined condition on custom field G'day, I want to create a Custom Condition for a scrip based on a Custom Field set to a certain value. A search of the archive reveals this: $self->TicketObj->QueueObj->Name() but 'perldoc Queue.pm' doesn't suggest the accessor method name to get the value of a custom field. So basically, in English, I want my custom condition to be: If MyVariable equals ThisValue, then Notify etc Thanks, Jens _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------------------------------------------------------ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier ?lectronique est confidentiel et prot?g?. L'exp?diteur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) d?sign?(s) est interdite. Si vous recevez ce courrier ?lectronique par erreur, veuillez m'en aviser imm?diatement, par retour de courrier ?lectronique ou par un autre moyen. ============================================================ -------------- next part -------------- An HTML attachment was scrubbed... URL: From maxb at ukf.net Wed Jul 7 08:11:47 2004 From: maxb at ukf.net (Max Bowsher) Date: Wed, 7 Jul 2004 13:11:47 +0100 Subject: [rt-users] Can't locate object method "menu_item" via package"Apache::Status" References: <200407060022.i660M4kG008114@l-hestia-1.its.deakin.edu.au> <40EB5657.3000603@uq.edu.au> Message-ID: <007201c4641b$973739d0$5308a8c0@robinson.cam.ac.uk> Duncan Waddell wrote: > Hi folks, > > I am getting the following error when I try to start Apache. > > Can't locate object method "menu_item" via package "Apache::Status" at > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 651. Use a newer HTML::Mason, or just delete the statement referring to Apache::Status from your existing ApacheHandler.pm . Max. From phillip at reportstar.net Wed Jul 7 09:56:56 2004 From: phillip at reportstar.net (Khutjo Phillip Leremi) Date: Wed, 7 Jul 2004 15:56:56 +0200 Subject: [rt-users] Help with scrip's Message-ID: Hi, RT auto replies to the user when the ticket is created, that's fine but what I want to know is that how do I send the same auto reply message that contains the ticket number to my technician cause the don't have time to check RT on a regular basis. --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.716 / Virus Database: 472 - Release Date: 2004/07/05 From wilson at cfi.co.ug Wed Jul 7 09:50:51 2004 From: wilson at cfi.co.ug (Wilson Abigaba) Date: Wed, 7 Jul 2004 16:50:51 +0300 Subject: [rt-users] Help with scrip's In-Reply-To: Message-ID: :-) > :-) >Hi, RT auto replies to the user when the ticket is created, :-) >that's fine but :-) >what I want to know is that how do I send the same auto reply :-) >message that :-) >contains the ticket number to my technician cause the don't :-) >have time to :-) >check RT on a regular basis. :-) >--- Login as root, go to configuration-->global-->templates-->autoreply Copy that template by selecting all and copy(or Ctrl+A then Ctrl + C). don't submit, instead go to left menu, and click "New template". Paste that(what you copied) in the message box, and give the template a name (say copy2technician) and submit. The click on scrips(in the left menu bar under Configuration-global), Create a new scrip that should roughly read like "On Create ticket send mail to Admin CC with template copy2techician" And what you'll be required to do is include him as an admin cc and you're done --- Wilson From bobg at uic.edu Wed Jul 7 09:57:54 2004 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 07 Jul 2004 08:57:54 -0500 Subject: [rt-users] custom scrip, user-defined condition on custom field In-Reply-To: Your message of "Wed, 07 Jul 2004 15:31:18 +1000." <20040707053118.GA19659@vanilla.office.cyber.com.au> Message-ID: <200407071357.i67Dvsgr030265@shark.cc.uic.edu> I recently wrote a Custom Scrip Condition for use with Custom Fields. It's fairly generic, you pass it an argument saying which CustomField, and a bit 'o perl specifying how to test the CF value(s). So it can be re-used for any transaction type, and any custom field test. If you like, I can send you the code. And if it works for you, I'll put it on the wiki. (It's working for me, using RT 3.2.0. I think it would work on any 3.x.x) bobg > >G'day, > >I want to create a Custom Condition for a scrip based on a Custom Field >set to a certain value. > >A search of the archive reveals this: > > $self->TicketObj->QueueObj->Name() > >but 'perldoc Queue.pm' doesn't suggest the accessor method name to get >the value of a custom field. > >So basically, in English, I want my custom condition to be: > > If MyVariable equals ThisValue, then Notify etc > >Thanks, > >Jens > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > >!DSPAM:40eb8b3c288621154936950! > > From wilson at cfi.co.ug Wed Jul 7 09:58:44 2004 From: wilson at cfi.co.ug (Wilson Abigaba) Date: Wed, 7 Jul 2004 16:58:44 +0300 Subject: [rt-users] Help with scrip's In-Reply-To: Message-ID: :-) > :-) >:-) > :-) >:-) >Hi, RT auto replies to the user when the ticket is created, :-) >:-) >that's fine but :-) >:-) >what I want to know is that how do I send the same auto reply :-) >:-) >message that :-) >:-) >contains the ticket number to my technician cause the don't :-) >:-) >have time to :-) >:-) >check RT on a regular basis. :-) >:-) >--- :-) >Login as root, go to configuration-->global-->templates-->autoreply :-) >Copy that template by selecting all and copy(or Ctrl+A then Ctrl + C). :-) >don't submit, instead go to left menu, and click "New template". Paste :-) >that(what you copied) in the message box, and give the :-) >template a name (say :-) >copy2technician) and submit. :-) >The click on scrips(in the left menu bar under :-) >Configuration-global), Create :-) >a new scrip that should roughly read like :-) >"On Create ticket send mail to Admin CC with template copy2techician" :-) > :-) >And what you'll be required to do is include him as an admin :-) >cc and you're :-) >done :-) > I require that you use a new scrip to copy to the techician because he may not want all the nonsense. So what's is really required is $Ticketobj->Id. You can also customize the message in that new template From barnaclebob at gmail.com Wed Jul 7 10:01:42 2004 From: barnaclebob at gmail.com (Barnacle Bob) Date: Wed, 7 Jul 2004 10:01:42 -0400 Subject: [rt-users] Approvals and custom scripts question Message-ID: Im writing a custom script for my approvals where i want a person to get an email confirming if it was rejected or approved, and then do a few other things with the ticket. How are these status's handled? is it like approved=resolved and rejected=deleted or is it something different? Thanks in advance. -Karl Pietri Northview Public Schools From wilson at cfi.co.ug Wed Jul 7 10:11:11 2004 From: wilson at cfi.co.ug (Wilson Abigaba) Date: Wed, 7 Jul 2004 17:11:11 +0300 Subject: [rt-users] custom scrip, user-defined condition on custom field In-Reply-To: <200407071357.i67Dvsgr030265@shark.cc.uic.edu> Message-ID: Hey guys, I want certain tickets to resolve automatically. The story and reason for this may be long but in short it's that i wrote a certain script that recieves mail, parses it and creates a ticket(by sending mail). But the problem is that thise tickets remain new and unowned! Then another problem is that i want guys at work to resolve and own tickts by mail,..just sending to our rt instance...Is that possible? All help appreciated --- Wilson From JChen at paymentone.com Wed Jul 7 10:24:11 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Wed, 7 Jul 2004 07:24:11 -0700 Subject: [rt-users] Statistics mason error Message-ID: <6D6E09D687772640AA41F009EB85FE0502F880@CPMAL00.corpnet.p1.local> Jonathan Chen IS Systems Administrator jchen at paymentone.com http://www.PaymentOne.com Voice: (408) 362-4165 Hi guys, Whenever I touch the statistics addon, I will see the errors below on Apache 2. What do I need to do to resolve it? The statistic addon programs works fine still with the message below on Apache error log file. [Wed Jul 07 06:30:32 2004] [error] [client 172.16.1.179] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: HTML::Mason: :CGIHandler::_handler('HTML::Mason::CGIHandler=HASH(0x8e907ac)','HASH(0x914fc0c)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mas on/CGIHandler.pm line 76, referer: http:// rts00.corp.com/rt/Statistics/OpenStalled/index.html RT 3.11 version -Jonathan -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- From phillip at reportstar.net Wed Jul 7 10:55:28 2004 From: phillip at reportstar.net (Khutjo Phillip Leremi) Date: Wed, 7 Jul 2004 16:55:28 +0200 Subject: [rt-users] Help with auto reply Message-ID: Please help I tried to customize my auto reply message but now I can't get the auto reply message. Please help --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.716 / Virus Database: 472 - Release Date: 2004/07/05 From JChen at paymentone.com Wed Jul 7 10:39:52 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Wed, 7 Jul 2004 07:39:52 -0700 Subject: [rt-users] Help with scrip's with ticket history... Message-ID: <6D6E09D687772640AA41F009EB85FE0502F881@CPMAL00.corpnet.p1.local> I've looked on wiki.bestpractical.com and can't any information on how to show if possible the last 5 content on a ticket history when its assigned to an owner or the owner escalated the ticket to another person. I know my users on their 1st time would like all or part (would like to know how to do both if possible) of the ticket history when they see a ticket assigned to them. Then the last thing they have to do is close the ticket by going to the web. Tried to look in rt3/local/html/ dir for clues and I no clue or confused as to how the history ticket is assembled. -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- From wilson at cfi.co.ug Wed Jul 7 10:40:54 2004 From: wilson at cfi.co.ug (Wilson Abigaba) Date: Wed, 7 Jul 2004 17:40:54 +0300 Subject: [rt-users] Help with auto reply In-Reply-To: Message-ID: :-) > :-) >Please help I tried to customize my auto reply message but now :-) >I can't get :-) >the auto reply message. Please help :-) >--- What did you exactly do? Possible reasons: You may have altered the variables like $Ticket->Subject,$rtname, etc and thus an error is generated during the compilation and substitution. I'm emailing you the default atoreply, please edit but either leave the variables intact or just delete them completely. --- Wilson ================================================================= Subject: AutoReply: {$Ticket->Subject} Greetings, This message has been automatically generated in response to the creation of a trouble ticket regarding: "{$Ticket->Subject()}", a summary of which appears below. There is no need to reply to this message right now. Your ticket has been assigned an ID of [{$rtname} #{$Ticket->id()}]. Please include the string: [{$rtname} #{$Ticket->id}] in the subject line of all future correspondence about this issue. To do so, you may reply to this message. Thank you, {$Ticket->QueueObj->CorrespondAddress()} ------------------------------------------------------------------------- {$Transaction->Content()} =========================================================================== From phillip at reportstar.net Wed Jul 7 11:17:37 2004 From: phillip at reportstar.net (Khutjo Phillip Leremi) Date: Wed, 7 Jul 2004 17:17:37 +0200 Subject: [rt-users] final Message-ID: final test --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.716 / Virus Database: 472 - Release Date: 2004/07/05 From phillip at reportstar.net Wed Jul 7 11:23:00 2004 From: phillip at reportstar.net (Khutjo Phillip Leremi) Date: Wed, 7 Jul 2004 17:23:00 +0200 Subject: [RT-users] final In-Reply-To: Message-ID: Sorry for this message it was meant for the RT box -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of Khutjo Phillip Leremi Sent: 07 July 2004 05:18 To: rt-users Subject: [rt-users] final final test --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.716 / Virus Database: 472 - Release Date: 2004/07/05 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com --- Incoming mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.716 / Virus Database: 472 - Release Date: 2004/07/05 --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.716 / Virus Database: 472 - Release Date: 2004/07/05 From anabella_cristaldi at hotmail.com Wed Jul 7 10:59:14 2004 From: anabella_cristaldi at hotmail.com (Anabella Cristaldi) Date: Wed, 07 Jul 2004 11:59:14 -0300 Subject: [rt-users] Search in Transaction Content Message-ID: Hi all, I want to generate autoreply to requestor with the ticket status if he/she send an email with the ticket ID + some especial keyword. It is possible to establish an script condition based on this? Thanks Anabella _________________________________________________________________ MSN 8 helps eliminate e-mail viruses. Get 2 months FREE*. http://join.msn.com/?page=features/virus From checkpoint at ozbergs.com Wed Jul 7 11:04:28 2004 From: checkpoint at ozbergs.com (Stevo) Date: Wed, 7 Jul 2004 08:04:28 -0700 Subject: [rt-users] RT Mail From Line Issues References: <008901c463a3$d528daa0$0a02010a@renditionnetworks.com> Message-ID: <014e01c46433$b3097e30$0a02010a@renditionnetworks.com> Not sure if this information is necessary but the MTA I am running is Exim. -Stevo ----- Original Message ----- From: "Stevo" To: Sent: Tuesday, July 06, 2004 2:54 PM Subject: [rt-users] RT Mail From Line Issues > Hey Team, > > When RT sends an email to a requestor, cc or admincc the email arrives with > a from line that looks like the one below: > > From: Nobody [mailto:nobody at tickets]On Behalf Of Stevo Devo > > How do I tweak this so it looks a little prettier?? Like > > From: My Ticketing System [mailto:basic-queue at tickets]On Behalf of Stevo > Devo > > Any ideas? > > -Stevo > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From fclaros at capside.com Wed Jul 7 11:32:35 2004 From: fclaros at capside.com (Fernando Claros) Date: Wed, 7 Jul 2004 17:32:35 +0200 Subject: [rt-users] RT with Oracle? Message-ID: <20040707162906.GA54990@mail21a.london21-verio.com> Hi, I must get RT 3.0.11 working with Oracle. It is a very important customer, so I am a little afraid of something strange happening suddlenly. Has anybody been able to set up RT 3.0.11 with an Oracle database, instead of MySQL, without modifying the source code? anybody has this kind of setup in production environment with no trouble? Thank you very much Fernando -------------- next part -------------- An HTML attachment was scrubbed... URL: From seph at directionless.org Wed Jul 7 11:27:34 2004 From: seph at directionless.org (seph) Date: Wed, 07 Jul 2004 11:27:34 -0400 Subject: [rt-users] Re: RT Mail From Line Issues In-Reply-To: <008901c463a3$d528daa0$0a02010a@renditionnetworks.com> (checkpoint@ozbergs.com's message of "Tue, 6 Jul 2004 14:54:37 -0700") References: <008901c463a3$d528daa0$0a02010a@renditionnetworks.com> Message-ID: > When RT sends an email to a requestor, cc or admincc the email arrives with > a from line that looks like the one below: > > From: Nobody [mailto:nobody at tickets]On Behalf Of Stevo Devo no, that's how outlook displays an email that looks like: From: Stevo Devo Sender: Nobody nobody at tickets I've explained how to maile exim not add Sender headers several times, google should find it. seph From lists at flothow.de Wed Jul 7 10:55:50 2004 From: lists at flothow.de (Sebastian Flothow) Date: Wed, 7 Jul 2004 16:55:50 +0200 Subject: [rt-users] RT Mail From Line Issues In-Reply-To: <008901c463a3$d528daa0$0a02010a@renditionnetworks.com> References: <008901c463a3$d528daa0$0a02010a@renditionnetworks.com> Message-ID: Am 6. Jul 2004 um 23:54 Uhr schrieb Stevo: > When RT sends an email to a requestor, cc or admincc the email arrives > with a from line that looks like the one below: > > From: Nobody [mailto:nobody at tickets]On Behalf Of Stevo Devo Are you sure RT is sending this? It seems more likely to me that the recipient's MUA is mangling the From: line. Sebastian -- Sebastian Flothow sebastian at flothow.de Because it reverses the logical flow of conversation. > Why is top posting frowned upon? From dlattka at caltech.edu Wed Jul 7 12:02:16 2004 From: dlattka at caltech.edu (Dennis Lattka) Date: Wed, 07 Jul 2004 09:02:16 -0700 Subject: [rt-users] Scrip not working Message-ID: <40EC1E88.3070200@caltech.edu> I have upgraded to 3.2.0 and have set up an autoreply to requestor scrip and that work well. However, I have tried several different scips to achieve the same purpose and that is to notify the support team in the event of a recently created ticket. These have all failed. I have the following: On Queue Change Notify AdminCcs with template New Ticket On Create Notify AdminCcs with template New Ticket What is wrong? Watching the logs I see the autoreply go out but never anything to the support team. Thanks in advance. -- Dennis Lattka dlattka at caltech.edu Virtual Rooms Videconferencing Systems http://www.vrvs.org California Institute of Technology http://www.caltech.edu From jesse at bestpractical.com Wed Jul 7 12:37:50 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Jul 2004 12:37:50 -0400 Subject: [rt-users] RT with Oracle? In-Reply-To: <20040707162906.GA54990@mail21a.london21-verio.com> References: <20040707162906.GA54990@mail21a.london21-verio.com> Message-ID: <20040707163750.GB13260@pallas.eruditorum.org> > > I must get RT 3.0.11 working with Oracle. It is a very important customer, > so I am a little afraid of something strange happening suddlenly. > > > > Has anybody been able to set up RT 3.0.11 with an Oracle database, instead > of MySQL, without modifying the source code? anybody has this kind of setup > in production environment with no trouble? Yes. We have customers doing so, following the instructions in README.Oracle. I recommend 3.2.0 over 3.0.11 for Oracle. Also, be sure to use the latest DBIx::SearchBuilder. > > Thank you very much > > > > Fernando > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From dlattka at caltech.edu Wed Jul 7 12:52:01 2004 From: dlattka at caltech.edu (Dennis Lattka) Date: Wed, 07 Jul 2004 09:52:01 -0700 Subject: [rt-users] Scrip not working In-Reply-To: <2E8440B99F0D1B4F9D4F3099A3778FB507AA09A9@EXCHANGE4> References: <2E8440B99F0D1B4F9D4F3099A3778FB507AA09A9@EXCHANGE4> Message-ID: <40EC2A31.9000905@caltech.edu> Thanks. It was in fact my scrip that wasn't right. I had removed a ">" on the end of Take Ticket id} > which allows us to "Take" the ticket via an email client. The error message was a bit vague: Jul 6 17:53:23 vrvs RT: error: unexpected end of header (/usr/rt3/lib/RT/Template_Overlay.pm:341) Thanks again. Dennis Brett Barnhart wrote: >Personally, I use this: > >On Create Notify AdminCcs with template Transaction > >It includes the text of the ticket, which is handy. (Otherwise, you have to >log in to see what the ticket was about). > > > >>-----Original Message----- >>From: Dennis Lattka [mailto:dlattka at caltech.edu] >>Sent: Wednesday, July 07, 2004 11:02 AM >>To: rt-users at lists.bestpractical.com >>Subject: [rt-users] Scrip not working >> >> >>I have upgraded to 3.2.0 and have set up an autoreply to >>requestor scrip >>and that work well. However, I have tried several different scips to >>achieve the same purpose and that is to notify the support >>team in the >>event of a recently created ticket. These have all failed. I have the >>following: >> >>On Queue Change Notify AdminCcs with template New Ticket >>On Create Notify AdminCcs with template New Ticket >> >>What is wrong? Watching the logs I see the autoreply go out but never >>anything to the support team. >>Thanks in advance. >> >>-- >>Dennis Lattka dlattka at caltech.edu >>Virtual Rooms Videconferencing Systems http://www.vrvs.org >>California Institute of Technology http://www.caltech.edu >> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> >> >> > > > -- Dennis Lattka dlattka at caltech.edu Virtual Rooms Videconferencing Systems http://www.vrvs.org California Institute of Technology http://www.caltech.edu From BrettB at hkusa.com Wed Jul 7 12:41:22 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Wed, 7 Jul 2004 11:41:22 -0500 Subject: [rt-users] Scrip not working Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA09A9@EXCHANGE4> Personally, I use this: On Create Notify AdminCcs with template Transaction It includes the text of the ticket, which is handy. (Otherwise, you have to log in to see what the ticket was about). > -----Original Message----- > From: Dennis Lattka [mailto:dlattka at caltech.edu] > Sent: Wednesday, July 07, 2004 11:02 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Scrip not working > > > I have upgraded to 3.2.0 and have set up an autoreply to > requestor scrip > and that work well. However, I have tried several different scips to > achieve the same purpose and that is to notify the support > team in the > event of a recently created ticket. These have all failed. I have the > following: > > On Queue Change Notify AdminCcs with template New Ticket > On Create Notify AdminCcs with template New Ticket > > What is wrong? Watching the logs I see the autoreply go out but never > anything to the support team. > Thanks in advance. > > -- > Dennis Lattka dlattka at caltech.edu > Virtual Rooms Videconferencing Systems http://www.vrvs.org > California Institute of Technology http://www.caltech.edu > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From rt_mail_lists at no1.net.au Wed Jul 7 00:44:12 2004 From: rt_mail_lists at no1.net.au (John) Date: Wed, 07 Jul 2004 14:44:12 +1000 Subject: [rt-users] RT2 Installation with Mod_Perl assistance required :: RT Dies after enter username and password Message-ID: <40EB7F9C.9020603@no1.net.au> Sorry to bother everyone. I am going around in circles so if someone could just point me in the right direction, I can let go of my tail. Mandrake 8.1 (I know a little old, it is behind a firewall on a local network) Apache 1.3.31 + Mod_Perl RT-2-0-15 1/ Dependencies installed ok (with exception of Apache::Cookie which gave me some trouble with the dependancy Apache::Test) 2/ Fixed Apache to mod_perl savvy (I think) and my only confirmation is from the apache log: ... [notice] Apache/1.3.31 (Unix) mod_perl/1.29 configured -- resuming normal operations 3/ Had a permission issue on the log file, fixed it and now... 4/ Login screen comes up ok (except RT image top left - minor issue). If you enter the wrong username or password it tells you. BUT when the right username or password is entered you get a SYSTEM ERROR with the following detail System error error: Unsatisfied dependency chain in Joins Users_2 at /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 889. context: ... 885: $seen_aliases{$join} = 1; 886: } 887: else { 888: push ( @keys, $join ); 889: die "Unsatisfied dependency chain in Joins @keys" 890: if $seen{"@keys"}++; 891: } 892: 893: } ... code stack: /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:889 /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:316 /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:109 /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:400 /opt/rt2_innes/lib/RT/Tickets.pm:996 /opt/rt2_innes/WebRT/html/Elements/MyRequests:11 /opt/rt2_innes/WebRT/html/index.html:9 /opt/rt2_innes/WebRT/html/autohandler:58 raw error The section of Handle.pm where it fails for me (as per above) is as follows, I don't know if this helps you point out where it is going wrong or not...but I thought I would include incase it is helpful. 863 sub _BuildJoins { 864 my $self = shift; 865 my $sb = shift; 866 my %seen_aliases; 867 868 $seen_aliases{'main'} = 1; 869 870 my $join_clause = $sb->{'table'} . " main "; 871 872 my @keys = ( keys %{ $sb->{'left_joins'} } ); 873 my %seen; 874 875 while ( my $join = shift @keys ) { 876 if ( $seen_aliases{ $sb->{'left_joins'}{$join}{'depends_on'} } ) { 877 $join_clause = "(" . $join_clause; 878 $join_clause .= 879 $sb->{'left_joins'}{$join}{'alias_string'} . " ON ("; 880 $join_clause .= 881 join ( ') AND( ', 882 values %{ $sb->{'left_joins'}{$join}{'criteria'} } ); 883 $join_clause .= ")) "; 884 885 $seen_aliases{$join} = 1; 886 } 887 else { 888 push ( @keys, $join ); 889 die "Unsatisfied dependency chain in Joins @keys" 890 if $seen{"@keys"}++; 891 } 892 893 } 894 return ( join ( ", ", ( $join_clause, @{ $sb->{'aliases'} } ) ) ); 895 896 } Unfortunately there is no further information in the RT log file or Apache error log file... they both think things are fine for some reason... Am I looking for another permission issue? or is it an apache config problem? I am using Apache's DocumentRoot as follows: DocumentRoot /opt/rt2_innes/WebRT/html ServerName rt.example.com # PerlModule Apache::DBI PerlRequire /opt/rt2_innes/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason PerlModule Apache::DBI (as predicted in RTFM) stopped Apache from starting. I have now tried Multiple installs of: OpenBSD, FreeBSD and now Mandrake. This time I think I am close...I can almost see that nice RT screen....but no cigar yet :-( Any help, advice, solutions would be much appreciated... sleep patterns way outa whack for over a week now... Thanks to anybody who takes the time even if you are unable to assist in my dilema. Kind regards, John From jesse at bestpractical.com Wed Jul 7 13:04:49 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Jul 2004 13:04:49 -0400 Subject: [rt-users] RT2 Installation with Mod_Perl assistance required :: RT Dies after enter username and password In-Reply-To: <40EB7F9C.9020603@no1.net.au> References: <40EB7F9C.9020603@no1.net.au> Message-ID: <20040707170449.GD13260@pallas.eruditorum.org> Try backing down to DBIx::SearchBuilder 0.99 On Wed, Jul 07, 2004 at 02:44:12PM +1000, John wrote: > Sorry to bother everyone. I am going around in circles so if someone > could just point me in the right direction, I can let go of my tail. > > Mandrake 8.1 (I know a little old, it is behind a firewall on a local > network) > Apache 1.3.31 + Mod_Perl > RT-2-0-15 > > 1/ Dependencies installed ok (with exception of Apache::Cookie which > gave me some trouble with the dependancy Apache::Test) > 2/ Fixed Apache to mod_perl savvy (I think) and my only confirmation is > from the apache log: > ... [notice] Apache/1.3.31 (Unix) mod_perl/1.29 configured -- resuming > normal operations > 3/ Had a permission issue on the log file, fixed it and now... > 4/ Login screen comes up ok (except RT image top left - minor issue). If > you enter the wrong username or password it tells you. BUT when the > right username or password is entered you get a SYSTEM ERROR with the > following detail > > System error > > error: Unsatisfied dependency chain in Joins Users_2 at > /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm line 889. > > context: ... > 885: $seen_aliases{$join} = 1; > 886: } > 887: else { > 888: push ( @keys, $join ); > 889: die "Unsatisfied dependency chain in Joins @keys" > 890: if $seen{"@keys"}++; > 891: } > 892: > 893: } > ... > > code stack: /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder/Handle.pm:889 > /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:316 > /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:109 > /usr/lib/perl5/site_perl/5.6.1/DBIx/SearchBuilder.pm:400 > /opt/rt2_innes/lib/RT/Tickets.pm:996 > /opt/rt2_innes/WebRT/html/Elements/MyRequests:11 > /opt/rt2_innes/WebRT/html/index.html:9 > /opt/rt2_innes/WebRT/html/autohandler:58 > > raw error > > > The section of Handle.pm where it fails for me (as per above) is as > follows, I don't know if this helps you point out where it is going > wrong or not...but I thought I would include incase it is helpful. > > > 863 sub _BuildJoins { > 864 my $self = shift; > 865 my $sb = shift; > 866 my %seen_aliases; > 867 > 868 $seen_aliases{'main'} = 1; > 869 > 870 my $join_clause = $sb->{'table'} . " main "; > 871 > 872 my @keys = ( keys %{ $sb->{'left_joins'} } ); > 873 my %seen; > 874 > 875 while ( my $join = shift @keys ) { > 876 if ( $seen_aliases{ > $sb->{'left_joins'}{$join}{'depends_on'} } ) { > 877 $join_clause = "(" . $join_clause; > 878 $join_clause .= > 879 $sb->{'left_joins'}{$join}{'alias_string'} . " ON ("; > 880 $join_clause .= > 881 join ( ') AND( ', > 882 values %{ $sb->{'left_joins'}{$join}{'criteria'} > } ); > 883 $join_clause .= ")) "; > 884 > 885 $seen_aliases{$join} = 1; > 886 } > 887 else { > 888 push ( @keys, $join ); > 889 die "Unsatisfied dependency chain in Joins @keys" > 890 if $seen{"@keys"}++; > 891 } > 892 > 893 } > 894 return ( join ( ", ", ( $join_clause, @{ $sb->{'aliases'} } > ) ) ); > 895 > 896 } > > > Unfortunately there is no further information in the RT log file or > Apache error log file... they both think things are fine for some reason... > Am I looking for another permission issue? or is it an apache config > problem? I am using Apache's DocumentRoot as follows: > > > DocumentRoot /opt/rt2_innes/WebRT/html > ServerName rt.example.com > # PerlModule Apache::DBI > PerlRequire /opt/rt2_innes/bin/webmux.pl > > SetHandler perl-script > PerlHandler RT::Mason > > > > PerlModule Apache::DBI (as predicted in RTFM) stopped Apache from starting. > > I have now tried Multiple installs of: > OpenBSD, FreeBSD and now Mandrake. This time I think I am close...I can > almost see that nice RT screen....but no cigar yet :-( > > Any help, advice, solutions would be much appreciated... sleep patterns > way outa whack for over a week now... > > Thanks to anybody who takes the time even if you are unable to assist in > my dilema. > > Kind regards, > > John > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From a.waller at webpoint.at Wed Jul 7 13:39:48 2004 From: a.waller at webpoint.at (Alexander Waller) Date: Wed, 7 Jul 2004 19:39:48 +0200 Subject: [rt-users] Strange Subject-Line Message-ID: <200407071739.i67Hd4qq021725@mail02.webpoint.co.at> Hi! Can anyone tell me why some forwarded Mails have a strange Subject-Line like: Betreff: =?UTF-8?B?W1dlYlBvaW50IFN1cHBvcnQgVGlja2V0ICMxOTJdIEF1dG9tYXRpc2NoZSBC?= =?UTF-8?BZXN0w6R0aWd1bmc6IEFXOiBSZXBhcmF0dXJrb3N0ZW4gTm90ZWJvb2sgRnVq?= =?UTF-8?B?aXRzdS1TaWVtZW5z?= "Betreff" is "Subject" in German. I know, taht this is the Subject in UTF-8, but why is it not decoded. I think I have that problem since I updated to RT 3.2.0. Alex. -- WebPoint Internet Solutions Alexander Waller Vorarlberger Wirtschaftspark A-6840 G?tzis www.webpoint.at tel. +43 5523 58244 fax. +43 5523 58255 mobil +43 676 846068841 NEU: support at webpoint.at *** *** * WebPoint Internet Solutions * *** *** From JChen at paymentone.com Wed Jul 7 13:43:11 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Wed, 7 Jul 2004 10:43:11 -0700 Subject: [rt-users] Confused with scripcondtion user defined. Message-ID: <6D6E09D687772640AA41F009EB85FE0502F883@CPMAL00.corpnet.p1.local> Hello All, I?m trying to create a condition where? 1) If the status of the tickets changes it will notify all 2) BUT if the ticket status is changed to ?resolved? it will not send out a notification to all but instead let the ?Ticket Resolved? scrip be used. I?ve read the below page and still can not figure out with my very limited Perl skill. http://wiki.bestpractical.com/index.cgi?WriteCustomAction Can?t figure out how to use? perldoc /opt/rt3/lib/RT/ScripCondition.pm. -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From a.waller at webpoint.at Wed Jul 7 13:48:35 2004 From: a.waller at webpoint.at (Alexander Waller) Date: Wed, 7 Jul 2004 19:48:35 +0200 Subject: [rt-users] Whats that: "About to think about scrips for transaction" Message-ID: <200407071747.i67HlpLE031903@mail02.webpoint.co.at> What does that meen ? I found that in /var/log/messages: Jul 7 08:23:05 fx RT: About to think about scrips for transaction Alex. -- WebPoint Internet Solutions Alexander Waller Vorarlberger Wirtschaftspark A-6840 G?tzis www.webpoint.at tel. +43 5523 58244 fax. +43 5523 58255 mobil +43 676 846068841 NEU: support at webpoint.at *** *** * WebPoint Internet Solutions * *** *** From a.waller at webpoint.at Wed Jul 7 12:58:09 2004 From: a.waller at webpoint.at (Alexander Waller) Date: Wed, 7 Jul 2004 18:58:09 +0200 Subject: [rt-users] Whats that: "About to think about scrips for transaction" Message-ID: <200407071657.i67GvObf008257@mail02.webpoint.co.at> What does that meen ? I found that in /var/log/messages: Jul 7 08:23:05 fx RT: About to think about scrips for transaction Alex. -- WebPoint Internet Solutions Alexander Waller Vorarlberger Wirtschaftspark A-6840 G?tzis www.webpoint.at tel. +43 5523 58244 fax. +43 5523 58255 mobil +43 676 846068841 NEU: support at webpoint.at *** *** * WebPoint Internet Solutions * *** *** From scarpenter at XtremeNS.com Wed Jul 7 14:46:09 2004 From: scarpenter at XtremeNS.com (Scott Carpenter) Date: Wed, 7 Jul 2004 14:46:09 -0400 Subject: [rt-users] FastCGI: Attempt to free unreferenced scalar Message-ID: <20040707185009.D69D11BA8D8@router.networktoolware.com> I am running RT 3.2.0 with Apache 2.049, perl 5.8.3 and FastCGI on Fedora Core 2. When I hit the RT home page I get a bunch of errors in the log similar to these: [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c1fd88 at /opt/rt3/share/html/index.html line 50., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c48de4 at /opt/rt3/share/html/index.html line 53., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c5202c at /opt/rt3/share/html/Elements/MyTickets line 35., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c50748 at /opt/rt3/share/html/Elements/TicketList line 503., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9bf4804 at /opt/rt3/share/html/Elements/TicketList line 503., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c49024 at /opt/rt3/share/html/Elements/TicketList line 503., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c520f8 at /opt/rt3/share/html/Elements/TicketList line 503., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9bf251c at /opt/rt3/share/html/Elements/TicketList line 503., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c51f30 at /opt/rt3/share/html/Elements/TicketList line 503., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c1df44 at /opt/rt3/share/html/Elements/MyRequests line 35., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c48de4 at /opt/rt3/share/html/Elements/QuickCreate line 1., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c520c8 at /opt/rt3/share/html/Elements/QuickCreate line 16., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c22200 at /opt/rt3/share/html/Elements/QuickCreate line 23., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x938dcfc at /opt/rt3/share/html/Elements/Quicksearch line 24., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c4d754 at /opt/rt3/share/html/autohandler line 24., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:35 2004] [error] [client 24.30.54.59] FastCGI: "ExecCGI Option" is off in this directory: /NoAuth/images//bplogo.gif, referer: http://support.xtremens.com/ server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c1fd88 at /opt/rt3/share/html/index.html line 50., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c5202c at /opt/rt3/share/html/Elements/MyTickets line 35., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c1df44 at /opt/rt3/share/html/Elements/MyRequests line 35., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c48de4 at /opt/rt3/share/html/Elements/QuickCreate line 1., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c4d754 at /opt/rt3/share/html/autohandler line 24., referer: http://support.xtremens.com/ And for a change of pace: [Wed Jul 07 14:36:35 2004] [error] [client 24.30.54.59] FastCGI: "ExecCGI Option" is off in this directory: /NoAuth/images//bplogo.gif, referer: http://support.xtremens.com/ Any insight would be appreciated. -- Scott Carpenter From jesse at bestpractical.com Wed Jul 7 14:55:57 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Jul 2004 14:55:57 -0400 Subject: [rt-users] Strange Subject-Line In-Reply-To: <200407071739.i67Hd4qq021725@mail02.webpoint.co.at> References: <200407071739.i67Hd4qq021725@mail02.webpoint.co.at> Message-ID: <20040707185557.GF13260@pallas.eruditorum.org> On Wed, Jul 07, 2004 at 07:39:48PM +0200, Alexander Waller wrote: > Hi! > Can anyone tell me why some forwarded Mails have a strange Subject-Line > like: What action in RT generates that email? > > Betreff: > =?UTF-8?B?W1dlYlBvaW50IFN1cHBvcnQgVGlja2V0ICMxOTJdIEF1dG9tYXRpc2NoZSBC?= > =?UTF-8?BZXN0w6R0aWd1bmc6IEFXOiBSZXBhcmF0dXJrb3N0ZW4gTm90ZWJvb2sgRnVq?= > =?UTF-8?B?aXRzdS1TaWVtZW5z?= > > "Betreff" is "Subject" in German. > I know, taht this is the Subject in UTF-8, but why is it not decoded. > I think I have that problem since I updated to RT 3.2.0. > > Alex. > > > -- > > WebPoint Internet Solutions > Alexander Waller > Vorarlberger Wirtschaftspark > A-6840 G?tzis > > www.webpoint.at > tel. +43 5523 58244 > fax. +43 5523 58255 > mobil +43 676 846068841 > > NEU: support at webpoint.at > > *** *** > * WebPoint Internet Solutions * > *** *** > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From a.waller at webpoint.at Wed Jul 7 15:05:25 2004 From: a.waller at webpoint.at (Alexander Waller) Date: Wed, 7 Jul 2004 21:05:25 +0200 Subject: AW: [rt-users] Strange Subject-Line In-Reply-To: <20040707185557.GF13260@pallas.eruditorum.org> Message-ID: <200407071904.i67J4e14017796@mail02.webpoint.co.at> Hi! CUT ---- Mi 07. Jul 2004, 19:38:13 RT_System - Outgoing email recorded [Antworten] [Kommentar] Betreff: =?UTF-8?B?W1dlYlBvaW50IFN1cHBvcnQgVGlja2V0ICMyMDddIEF1dG9SZXBseTogTUVS?= =?UTF-8?B?WjogbWVyeiBiYXVnZXLDpHRlIC0gbW90aGVyYm9hcmQtdGF1c2No?= From: support at .... To: a.waller at ....... CUT-----END Thats what I can see in then the Web-Interface. I don?t know it began after I changed a "Vorlage" (FORM) or after the Update to RT 3.2.0. Thanks for any help. Alex. -----Urspr?ngliche Nachricht----- Von: Jesse Vincent [mailto:jesse at bestpractical.com] Gesendet: Mittwoch, 07. Juli 2004 20:56 An: Alexander Waller Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Strange Subject-Line On Wed, Jul 07, 2004 at 07:39:48PM +0200, Alexander Waller wrote: > Hi! > Can anyone tell me why some forwarded Mails have a strange Subject-Line > like: What action in RT generates that email? > > Betreff: > =?UTF-8?B?W1dlYlBvaW50IFN1cHBvcnQgVGlja2V0ICMxOTJdIEF1dG9tYXRpc2NoZSBC?= > =?UTF-8?BZXN0w6R0aWd1bmc6IEFXOiBSZXBhcmF0dXJrb3N0ZW4gTm90ZWJvb2sgRnVq?= > =?UTF-8?B?aXRzdS1TaWVtZW5z?= > > "Betreff" is "Subject" in German. > I know, taht this is the Subject in UTF-8, but why is it not decoded. > I think I have that problem since I updated to RT 3.2.0. > > Alex. > > > -- > > WebPoint Internet Solutions > Alexander Waller > Vorarlberger Wirtschaftspark > A-6840 G?tzis > > www.webpoint.at > tel. +43 5523 58244 > fax. +43 5523 58255 > mobil +43 676 846068841 > > NEU: support at webpoint.at > > *** *** > * WebPoint Internet Solutions * > *** *** > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From jesse at bestpractical.com Wed Jul 7 15:06:10 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Jul 2004 15:06:10 -0400 Subject: [rt-users] Strange Subject-Line In-Reply-To: <200407071904.i67J4e14017796@mail02.webpoint.co.at> References: <20040707185557.GF13260@pallas.eruditorum.org> <200407071904.i67J4e14017796@mail02.webpoint.co.at> Message-ID: <20040707190610.GG13260@pallas.eruditorum.org> On Wed, Jul 07, 2004 at 09:05:25PM +0200, Alexander Waller wrote: > Hi! > > CUT ---- > > Mi 07. Jul 2004, 19:38:13 RT_System - Outgoing email recorded > [Antworten] [Kommentar] Ok. rm -rf /opt/rt3/var/mason_data/obj and restart your webserver. You've got a cached 3.0 transaction display component that's still running. > Betreff: > =?UTF-8?B?W1dlYlBvaW50IFN1cHBvcnQgVGlja2V0ICMyMDddIEF1dG9SZXBseTogTUVS?= > =?UTF-8?B?WjogbWVyeiBiYXVnZXLDpHRlIC0gbW90aGVyYm9hcmQtdGF1c2No?= > From: support at .... > To: a.waller at ....... > > CUT-----END > > Thats what I can see in then the Web-Interface. > I don?t know it began after I changed a "Vorlage" (FORM) or after the Update > to RT 3.2.0. > > Thanks for any help. > > Alex. > > > -----Urspr?ngliche Nachricht----- > Von: Jesse Vincent [mailto:jesse at bestpractical.com] > Gesendet: Mittwoch, 07. Juli 2004 20:56 > An: Alexander Waller > Cc: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] Strange Subject-Line > > > > > On Wed, Jul 07, 2004 at 07:39:48PM +0200, Alexander Waller wrote: > > Hi! > > Can anyone tell me why some forwarded Mails have a strange Subject-Line > > like: > > What action in RT generates that email? > > > > > Betreff: > > =?UTF-8?B?W1dlYlBvaW50IFN1cHBvcnQgVGlja2V0ICMxOTJdIEF1dG9tYXRpc2NoZSBC?= > > =?UTF-8?BZXN0w6R0aWd1bmc6IEFXOiBSZXBhcmF0dXJrb3N0ZW4gTm90ZWJvb2sgRnVq?= > > =?UTF-8?B?aXRzdS1TaWVtZW5z?= > > > > "Betreff" is "Subject" in German. > > I know, taht this is the Subject in UTF-8, but why is it not decoded. > > I think I have that problem since I updated to RT 3.2.0. > > > > Alex. > > > > > > -- > > > > WebPoint Internet Solutions > > Alexander Waller > > Vorarlberger Wirtschaftspark > > A-6840 G?tzis > > > > www.webpoint.at > > tel. +43 5523 58244 > > fax. +43 5523 58255 > > mobil +43 676 846068841 > > > > NEU: support at webpoint.at > > > > *** *** > > * WebPoint Internet Solutions * > > *** *** > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From a.waller at webpoint.at Wed Jul 7 15:15:33 2004 From: a.waller at webpoint.at (Alexander Waller) Date: Wed, 7 Jul 2004 21:15:33 +0200 Subject: AW: [rt-users] Strange Subject-Line In-Reply-To: <20040707190610.GG13260@pallas.eruditorum.org> Message-ID: <200407071914.i67JEmvS026863@mail02.webpoint.co.at> Hi Jesse! WOW! You are great, wonderful, I lo... Oh no. Not that. ;-) I alway wondered what?s the real diffrence between the old and the new version. Now I know. Great.Thank you. Maybee there could be a notice in the update-doc to delete /opt/rt3/var/mason_data/obj after upgrading. Alex. -----Urspr?ngliche Nachricht----- Von: Jesse Vincent [mailto:jesse at bestpractical.com] Gesendet: Mittwoch, 07. Juli 2004 21:06 An: Alexander Waller Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Strange Subject-Line On Wed, Jul 07, 2004 at 09:05:25PM +0200, Alexander Waller wrote: > Hi! > > CUT ---- > > Mi 07. Jul 2004, 19:38:13 RT_System - Outgoing email recorded > [Antworten] [Kommentar] Ok. rm -rf /opt/rt3/var/mason_data/obj and restart your webserver. You've got a cached 3.0 transaction display component that's still running. > Betreff: > =?UTF-8?B?W1dlYlBvaW50IFN1cHBvcnQgVGlja2V0ICMyMDddIEF1dG9SZXBseTogTUVS?= > =?UTF-8?B?WjogbWVyeiBiYXVnZXLDpHRlIC0gbW90aGVyYm9hcmQtdGF1c2No?= > From: support at .... > To: a.waller at ....... > > CUT-----END > > Thats what I can see in then the Web-Interface. > I don?t know it began after I changed a "Vorlage" (FORM) or after the Update > to RT 3.2.0. > > Thanks for any help. > > Alex. > > > -----Urspr?ngliche Nachricht----- > Von: Jesse Vincent [mailto:jesse at bestpractical.com] > Gesendet: Mittwoch, 07. Juli 2004 20:56 > An: Alexander Waller > Cc: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] Strange Subject-Line > > > > > On Wed, Jul 07, 2004 at 07:39:48PM +0200, Alexander Waller wrote: > > Hi! > > Can anyone tell me why some forwarded Mails have a strange Subject-Line > > like: > > What action in RT generates that email? > > > > > Betreff: > > =?UTF-8?B?W1dlYlBvaW50IFN1cHBvcnQgVGlja2V0ICMxOTJdIEF1dG9tYXRpc2NoZSBC?= > > =?UTF-8?BZXN0w6R0aWd1bmc6IEFXOiBSZXBhcmF0dXJrb3N0ZW4gTm90ZWJvb2sgRnVq?= > > =?UTF-8?B?aXRzdS1TaWVtZW5z?= > > > > "Betreff" is "Subject" in German. > > I know, taht this is the Subject in UTF-8, but why is it not decoded. > > I think I have that problem since I updated to RT 3.2.0. > > > > Alex. > > > > > > -- > > > > WebPoint Internet Solutions > > Alexander Waller > > Vorarlberger Wirtschaftspark > > A-6840 G?tzis > > > > www.webpoint.at > > tel. +43 5523 58244 > > fax. +43 5523 58255 > > mobil +43 676 846068841 > > > > NEU: support at webpoint.at > > > > *** *** > > * WebPoint Internet Solutions * > > *** *** > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From jesse at bestpractical.com Wed Jul 7 15:15:23 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Jul 2004 15:15:23 -0400 Subject: [rt-users] Strange Subject-Line In-Reply-To: <200407071914.i67JEmvS026863@mail02.webpoint.co.at> References: <20040707190610.GG13260@pallas.eruditorum.org> <200407071914.i67JEmvS026863@mail02.webpoint.co.at> Message-ID: <20040707191523.GH13260@pallas.eruditorum.org> On Wed, Jul 07, 2004 at 09:15:33PM +0200, Alexander Waller wrote: > Hi Jesse! > > WOW! > You are great, wonderful, I lo... Oh no. Not that. ;-) > > I alway wondered what?s the real diffrence between the old and the new > version. > Now I know. > Great.Thank you. > > Maybee there could be a notice in the update-doc to delete > /opt/rt3/var/mason_data/obj after upgrading. I think I'm going to actually recommend removing your /opt/rt3 before installing over it. ;) > > Alex. > > -----Urspr?ngliche Nachricht----- > Von: Jesse Vincent [mailto:jesse at bestpractical.com] > Gesendet: Mittwoch, 07. Juli 2004 21:06 > An: Alexander Waller > Cc: rt-users at lists.bestpractical.com > Betreff: Re: [rt-users] Strange Subject-Line > > > > > On Wed, Jul 07, 2004 at 09:05:25PM +0200, Alexander Waller wrote: > > Hi! > > > > CUT ---- > > > > Mi 07. Jul 2004, 19:38:13 RT_System - Outgoing email recorded > > [Antworten] [Kommentar] > > > Ok. rm -rf /opt/rt3/var/mason_data/obj and restart your webserver. > You've got a cached 3.0 transaction display component that's still > running. > > > Betreff: > > =?UTF-8?B?W1dlYlBvaW50IFN1cHBvcnQgVGlja2V0ICMyMDddIEF1dG9SZXBseTogTUVS?= > > =?UTF-8?B?WjogbWVyeiBiYXVnZXLDpHRlIC0gbW90aGVyYm9hcmQtdGF1c2No?= > > From: support at .... > > To: a.waller at ....... > > > > CUT-----END > > > > Thats what I can see in then the Web-Interface. > > I don?t know it began after I changed a "Vorlage" (FORM) or after the > Update > > to RT 3.2.0. > > > > Thanks for any help. > > > > Alex. > > > > > > -----Urspr?ngliche Nachricht----- > > Von: Jesse Vincent [mailto:jesse at bestpractical.com] > > Gesendet: Mittwoch, 07. Juli 2004 20:56 > > An: Alexander Waller > > Cc: rt-users at lists.bestpractical.com > > Betreff: Re: [rt-users] Strange Subject-Line > > > > > > > > > > On Wed, Jul 07, 2004 at 07:39:48PM +0200, Alexander Waller wrote: > > > Hi! > > > Can anyone tell me why some forwarded Mails have a strange Subject-Line > > > like: > > > > What action in RT generates that email? > > > > > > > > Betreff: > > > =?UTF-8?B?W1dlYlBvaW50IFN1cHBvcnQgVGlja2V0ICMxOTJdIEF1dG9tYXRpc2NoZSBC?= > > > =?UTF-8?BZXN0w6R0aWd1bmc6IEFXOiBSZXBhcmF0dXJrb3N0ZW4gTm90ZWJvb2sgRnVq?= > > > =?UTF-8?B?aXRzdS1TaWVtZW5z?= > > > > > > "Betreff" is "Subject" in German. > > > I know, taht this is the Subject in UTF-8, but why is it not decoded. > > > I think I have that problem since I updated to RT 3.2.0. > > > > > > Alex. > > > > > > > > > -- > > > > > > WebPoint Internet Solutions > > > Alexander Waller > > > Vorarlberger Wirtschaftspark > > > A-6840 G?tzis > > > > > > www.webpoint.at > > > tel. +43 5523 58244 > > > fax. +43 5523 58255 > > > mobil +43 676 846068841 > > > > > > NEU: support at webpoint.at > > > > > > *** *** > > > * WebPoint Internet Solutions * > > > *** *** > > > > > > > > > _______________________________________________ > > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > -- > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > -- > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From JChen at paymentone.com Wed Jul 7 15:17:01 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Wed, 7 Jul 2004 12:17:01 -0700 Subject: [rt-users] Confused with scripcondtion user defined. Message-ID: <6D6E09D687772640AA41F009EB85FE0502F884@CPMAL00.corpnet.p1.local> Am I anywhere close to what I am trying to accomplish with the script condition below? Notify on Ticket Status User Defined Notify Requestors, Ccs and AdminCcs with template Transaction. ^^^^^^^^^^^^ ============================================================================my $TicketStatusCondition=$self->TransactionObj; my $ticket = $self->TicketObj; if ($ticket->Status ne 'resolved') { $TicketStatusCondition=>SetExecModule("AnyTransaction"); $TicketStatusCondition=>SetApplicableTransTypes("Status"); return(1); } else { return(undef); } ============================================================================ Basically trying to create "On Status Change" condition and when status is "resolved" do nothing and let resolved scrip email the requestor. If this is not done, then the requestor would get 2 emails. One the status of the ticket has changed and the other saying the ticket has been resolved. -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- From a.waller at webpoint.at Wed Jul 7 15:30:17 2004 From: a.waller at webpoint.at (Alexander Waller) Date: Wed, 7 Jul 2004 21:30:17 +0200 Subject: [rt-users] Error with Query Message-ID: <200407071929.i67JTVEl002299@mail02.webpoint.co.at> What else shall I delete ? Or do I have to install something. I think I did all the steps from upgrading-doc andd install-doc. But who knows, maybee I did something wrong. Alex. RT::Attribute::ContentType Unimplemented in RT::Attribute. (/opt/rt3/lib/RT/Attribute_Overlay.pm line 227) Trace begun at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::ContentType Unimplemented in RT::Attribute. (/opt/rt3/lib/RT/Attribute_Overlay.pm line 227) ^J') called at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 457 DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0x982c304)') called at /opt/rt3/lib/RT/Attribute_Overlay.pm line 227 RT::Attribute::Content('RT::Attribute=HASH(0x982c304)') called at /opt/rt3/lib/RT/Attribute_Overlay.pm line 299 RT::Attribute::SubValue('RT::Attribute=HASH(0x982c304)', 'Format') called at /opt/rt3/share/html/Search/Build.html line 722 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x968d61 8)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1074 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x 981e010)') called at /opt/rt3/share/html/autohandler line 199 HTML::Mason::Commands::__ANON__ at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x96a125 c)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1069 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef) called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x981e0 10)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0x981e010)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0x95b618c)', 'Apache=SCALAR(0x87ffbd4)') called at /opt/rt3/bin/webmux.pl line 145 eval {...} at /opt/rt3/bin/webmux.pl line 145 RT::Mason::handler('Apache=SCALAR(0x87ffbd4)') called at /dev/null line 0 eval {...} at /dev/null line 0 -- WebPoint Internet Solutions Alexander Waller Vorarlberger Wirtschaftspark A-6840 G?tzis www.webpoint.at tel. +43 5523 58244 fax. +43 5523 58255 mobil +43 676 846068841 NEU: support at webpoint.at *** *** * WebPoint Internet Solutions * *** *** From jesse at bestpractical.com Wed Jul 7 15:31:54 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 7 Jul 2004 15:31:54 -0400 Subject: [rt-users] Error with Query In-Reply-To: <200407071929.i67JTVEl002299@mail02.webpoint.co.at> References: <200407071929.i67JTVEl002299@mail02.webpoint.co.at> Message-ID: <20040707193154.GI13260@pallas.eruditorum.org> On Wed, Jul 07, 2004 at 09:30:17PM +0200, Alexander Waller wrote: > What else shall I delete ? > Or do I have to install something. > I think I did all the steps from upgrading-doc andd install-doc. > But who knows, maybee I did something wrong. I'd like you to try a patch for me: find the line where it calls ->ContentType in lib/RT/Attribute_Overlay.pm. change it to call ->__Value('ContentType') then stop and start apache and tell me if that fixes it. > > Alex. > > RT::Attribute::ContentType Unimplemented in RT::Attribute. > (/opt/rt3/lib/RT/Attribute_Overlay.pm line 227) > > > Trace begun at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm line > 131 > HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::ContentType > Unimplemented in RT::Attribute. (/opt/rt3/lib/RT/Attribute_Overlay.pm line > 227) ^J') called at > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 457 > DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0x982c304)') > called at /opt/rt3/lib/RT/Attribute_Overlay.pm line 227 > RT::Attribute::Content('RT::Attribute=HASH(0x982c304)') called at > /opt/rt3/lib/RT/Attribute_Overlay.pm line 299 > RT::Attribute::SubValue('RT::Attribute=HASH(0x982c304)', 'Format') called at > /opt/rt3/share/html/Search/Build.html line 722 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x968d61 > 8)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line > 1074 > eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef) called at > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 760 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x > 981e010)') called at /opt/rt3/share/html/autohandler line 199 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x96a125 > c)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line > 1069 > eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, undef) called at > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 > eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 > eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 297 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x981e0 > 10)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm > line 134 > eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm > line 134 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl > er=HASH(0x981e010)') called at > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 792 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( > 0x95b618c)', 'Apache=SCALAR(0x87ffbd4)') called at /opt/rt3/bin/webmux.pl > line 145 > eval {...} at /opt/rt3/bin/webmux.pl line 145 > RT::Mason::handler('Apache=SCALAR(0x87ffbd4)') called at /dev/null line 0 > eval {...} at /dev/null line 0 > > > > > -- > > WebPoint Internet Solutions > Alexander Waller > Vorarlberger Wirtschaftspark > A-6840 G?tzis > > www.webpoint.at > tel. +43 5523 58244 > fax. +43 5523 58255 > mobil +43 676 846068841 > > NEU: support at webpoint.at > > *** *** > * WebPoint Internet Solutions * > *** *** > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From a.waller at webpoint.at Wed Jul 7 15:42:50 2004 From: a.waller at webpoint.at (Alexander Waller) Date: Wed, 7 Jul 2004 21:42:50 +0200 Subject: AW: [rt-users] Error with Query In-Reply-To: <20040707193154.GI13260@pallas.eruditorum.org> Message-ID: <200407071942.i67Jg41w014587@mail02.webpoint.co.at> Hi! I did it! Now it seems to work. I put a little diff here for you to check if I did what you wanted me to. Alex. fx:/opt/rt3/lib/RT # flo-make-diff Attribute_Overlay.pm.orig Attribute_Overlay.pm --- Attribute_Overlay.pm.orig 2004-07-07 21:37:11.694492016 +0200 +++ Attribute_Overlay.pm 2004-07-07 21:37:34.002100744 +0200 @@ -224,7 +224,7 @@ sub Content { my $self = shift; my $content = $self->_Value('Content'); - if ($self->ContentType eq 'storable') { + if ($self->__Value('ContentType') eq 'storable') { eval {$content = $self->_DeserializeContent($content); }; if ($@) { $RT::Logger->error("Deserialization of content for attribute ".$self->Id. " failed. Attribute was: ".$content); @@ -246,7 +246,7 @@ my $self = shift; my $content = shift; - if ($self->ContentType eq 'storable') { + if ($self->__Value('ContentType') eq 'storable') { # We eval the serialization because it will lose on a coderef. eval {$content = $self->_SerializeContent($content); }; if ($@) { -----Urspr?ngliche Nachricht----- Von: Jesse Vincent [mailto:jesse at bestpractical.com] Gesendet: Mittwoch, 07. Juli 2004 21:32 An: Alexander Waller Cc: rt-users at lists.bestpractical.com Betreff: Re: [rt-users] Error with Query On Wed, Jul 07, 2004 at 09:30:17PM +0200, Alexander Waller wrote: > What else shall I delete ? > Or do I have to install something. > I think I did all the steps from upgrading-doc andd install-doc. > But who knows, maybee I did something wrong. I'd like you to try a patch for me: find the line where it calls ->ContentType in lib/RT/Attribute_Overlay.pm. change it to call ->__Value('ContentType') then stop and start apache and tell me if that fixes it. > > Alex. > > RT::Attribute::ContentType Unimplemented in RT::Attribute. > (/opt/rt3/lib/RT/Attribute_Overlay.pm line 227) > > > Trace begun at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Exceptions.pm line > 131 > HTML::Mason::Exceptions::rethrow_exception('RT::Attribute::ContentType > Unimplemented in RT::Attribute. (/opt/rt3/lib/RT/Attribute_Overlay.pm line > 227) ^J') called at > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Record.pm line 457 > DBIx::SearchBuilder::Record::AUTOLOAD('RT::Attribute=HASH(0x982c304)') > called at /opt/rt3/lib/RT/Attribute_Overlay.pm line 227 > RT::Attribute::Content('RT::Attribute=HASH(0x982c304)') called at > /opt/rt3/lib/RT/Attribute_Overlay.pm line 299 > RT::Attribute::SubValue('RT::Attribute=HASH(0x982c304)', 'Format') called at > /opt/rt3/share/html/Search/Build.html line 722 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x968d61 > 8)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line > 1074 > eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef) called at > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 760 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x > 981e010)') called at /opt/rt3/share/html/autohandler line 199 > HTML::Mason::Commands::__ANON__ at > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x96a125 > c)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line > 1069 > eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, undef) called at > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 > eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 338 > eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/Request.pm line 297 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x981e0 > 10)') called at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm > line 134 > eval {...} at /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm > line 134 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl > er=HASH(0x981e010)') called at > /usr/lib/perl5/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 792 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( > 0x95b618c)', 'Apache=SCALAR(0x87ffbd4)') called at /opt/rt3/bin/webmux.pl > line 145 > eval {...} at /opt/rt3/bin/webmux.pl line 145 > RT::Mason::handler('Apache=SCALAR(0x87ffbd4)') called at /dev/null line 0 > eval {...} at /dev/null line 0 > > > > > -- > > WebPoint Internet Solutions > Alexander Waller > Vorarlberger Wirtschaftspark > A-6840 G?tzis > > www.webpoint.at > tel. +43 5523 58244 > fax. +43 5523 58255 > mobil +43 676 846068841 > > NEU: support at webpoint.at > > *** *** > * WebPoint Internet Solutions * > *** *** > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From bobg at uic.edu Wed Jul 7 16:13:16 2004 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 07 Jul 2004 15:13:16 -0500 Subject: [rt-users] custom scrip, user-defined condition on custom field In-Reply-To: Your message of "Wed, 07 Jul 2004 17:11:11 +0300." Message-ID: <200407072013.i67KDGbP000356@shark.cc.uic.edu> There is the general question of "give RT commands by email". There was an enhanced-mailgate, for RT 2.x, available from http://download.bestpractical.com/pub/rt/contrib/2.0/rt-addons/ I adapted this for RT 3. It works for my current needs; you are welcome to the code, but let me explain first, since it may not suit you. I overrode lib/RT/Interface/Email_Overlay.pm::Gateway(), as well as adding some auxiliary subroutines for parsing specially-formatted email. (And then I have a special rt-mailgate that parses mail that I deal with, and re-formats it to fit the internal RT format for adding commands.) If the incoming mail does not refer to an existing ticket, obviously it needs to create a new ticket. The special format can be used to set various fields. I use it to set a custom field. You could use it to set the status to 'resolved', thereby creating and auto-resolving a ticket. If the incoming mail refers to an existing ticket, it can, in some circumstances be used to execute commands instead of appending text. Your guys could use this to take, resolve, etc. * There is no security. Anyone could fake an address, guess at a problem number, and close tickets, move them, etc. I can live with this risk, but I know Jesse wanted better. He did mention he's preparing to deal with PGP sigs in an upcoming release. You might want to wait for a more offical version of this. * I have really only tested the "set custom field upon creation" part. I think the "set status upon creation" would also work, but I'd have to test it first. In general, the parts I use work well, and the other parts are not yet tested. This is one reason I have not uploaded this to the wiki. Caveat emptor. * If giving commands for existing tickets does not work, it's probably a minor bug. However, it is set up right now to require a new address. So if you normally send appends to myrt.mycorp.com and comments to myrt-comment.mycorp.com, you would send commands to myrt-commands.mycorp.com. I want to find a way to allow both appends and commands in the same note, to be sent to the normal address. But that is not coded yet, let alone tested. So, if you want the code on an as-is basis, send me a private note. bobg >Hey guys, > >I want certain tickets to resolve automatically. The story and reason for >this may be long but in short it's that i wrote a certain script that >recieves mail, parses it and creates a ticket(by sending mail). But the >problem is that thise tickets remain new and unowned! > >Then another problem is that i want guys at work to resolve and own tickts >by mail,..just sending to our rt instance...Is that possible? > >All help appreciated >--- >Wilson > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > >!DSPAM:40ec055c304053809110330! > > From vivek at khera.org Wed Jul 7 16:14:49 2004 From: vivek at khera.org (Vivek Khera) Date: Wed, 7 Jul 2004 16:14:49 -0400 Subject: [rt-users] RT 3.2 Database upgrade scripts In-Reply-To: <1089191087.2747.96.camel@roque> References: <40E997CC.6000101@esabel.net> <20040705182745.GH13260@pallas.eruditorum.org> <11fc6a2504070606364c644769@mail.gmail.com> <20040706134735.GP13260@pallas.eruditorum.org> <1089191087.2747.96.camel@roque> Message-ID: <4CAD2391-D052-11D8-941B-000A9578CFCC@khera.org> On Jul 7, 2004, at 5:04 AM, Rui Miguel Seabra wrote: > My main problem (which is not new to RT) is a couple of perl Modules > that don't build with perl -MCPAN -e shell: > > Module::Build and Log::Dispatch > sure they do. what's the error you encounter? From BrettB at hkusa.com Wed Jul 7 16:25:11 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Wed, 7 Jul 2004 15:25:11 -0500 Subject: [rt-users] Requiring a Custom Field before resolving? Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA09B1@EXCHANGE4> Is there a way to force a custom field to be filled in before resolving a ticket? We tracking things by job codes and each ticket needs to have the job code field filled in for reporting. We'd like not to rely on users remembering to do this themselves. :) I am not an advanced PERL programmer, so please be precise in any advice. :) Thanks in advance! Brett -------------- next part -------------- An HTML attachment was scrubbed... URL: From BrettB at hkusa.com Wed Jul 7 16:42:31 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Wed, 7 Jul 2004 15:42:31 -0500 Subject: [rt-users] Setting up Approvals Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA09B2@EXCHANGE4> I am trying to get a simple approval script working.. I've read the documentation and this is what I've done. Queue: Test Template: Approval ===Create-Ticket: codereview Subject: Code review for {$Tickets{'TOP'}->Subject} Depended-On-By: {$Tickets{'TOP'}->ID} Queue: Approval Type: Approval Content: Someone has created a ticket. You should approve it ENDOFCONTENT Scrip: On Create Create Tickets with template Approval I then create a new ticket in "Test" and nothing happens when I look for pending approvals. From JChen at paymentone.com Wed Jul 7 17:00:17 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Wed, 7 Jul 2004 14:00:17 -0700 Subject: [rt-users] Script User Condition help Message-ID: <6D6E09D687772640AA41F009EB85FE0502F886@CPMAL00.corpnet.p1.local> Ok, I am giving up on this without any PERL expert hints (A BIG ONE). It seems I am able to recreate the RT scrip condition "ON STATUS CHANGE", but it's still failing to do what I wish to do. That is when ticket status set to "resolved" status, I would like the scrip to stop sending out "ON STATUS CHANGE" notifications. Only do it when the ticket is under status. I've tried to do a printf and see if there is something wrong $ticket->Status but am unable to get a printf info. Please help! Thanks! ================================================== my $TicketStatusCondition=$self->TransactionObj; my $ticket = $self->TicketObj; printf $ticket->Status; if ($ticket->Status ne 'resolved') { $TicketStatusCondition -> SetExecModule("AnyTransaction"); $TicketStatusCondition -> SetApplicableTransTypes("Status"); return(1); } else { return('undef'); } -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- From caleb at earnware.com Wed Jul 7 17:50:06 2004 From: caleb at earnware.com (Caleb) Date: Wed, 7 Jul 2004 14:50:06 -0700 Subject: [rt-users] RTFM Extraction Question Message-ID: <266270-2200473721506115@earnware.com> I am using RT 3 with RTFM and I am attempting to use the extract an article feature. I have set up a test custom field called Body and its set as "TextSingle". From my understanding you should be able to hit the extract article link when viewing a ticket and be able to hit one of the drop down menus and have the text in that comment populate the field. Is this wrong thinking on my part? The reason I ask this is because if that is how its supposed to work its not doing it correctly. Did I maybe miss a configuration file somewhere for this? Caleb Peters ---------------------------------------------- Technical Support Earnware Corporation ---------------------------------------------- Perfecting the way you do business... Visit us at: http://www.earnware.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From peterch at ticketek.com.au Wed Jul 7 21:45:37 2004 From: peterch at ticketek.com.au (Peter Chun) Date: Thu, 8 Jul 2004 11:45:37 +1000 Subject: [rt-users] No Receipients found Message-ID: Hi, I have changed the setting in the $RT/etc/RT_SITEConfig.pm restarted apache. added a different user to the CC line still no emails, not error message in rt.log same sequence of warnings though... including the No receipients.. It was working last week changed apache to run RT on a different IP address. access via http://rt rather than http://machinename rt resolves to the correct address. also emails via the mail-gateway no longer work either mail logs show mail received ok I have run out of ideas.. Any more suggestions? Thanks Peter > ------------------------------ > > Message: 4 > Date: Wed, 7 Jul 2004 12:53:14 +0200 > From: Cerion Armour-Brown > Subject: Re: [rt-users] No Receipients found > To: rt-users at lists.bestpractical.com > Message-ID: <200407071253.14741.cerion at open-works.co.uk> > Content-Type: text/plain; charset="iso-8859-1" > > Don't know about the warnings, but have you missed this in > RT_SiteConfig.pm? > --- > # By default RT doesn't notify the person who performs an > update, as they > # already know what they've done. If you'd like to change > this behaviour, > # Set $NotifyActor to 1 > Set($NotifyActor, 0); > --- > Cerion > > On Wednesday 07 July 2004 07:13, Peter Chun wrote: > > Hi, > > > > I am trying to get emails sent to requestors on RT 3.0.10, > apache 1.3.29, > > perl 5.8.3 > > I reply to a ticketek and add my email to the CC field ( > just to make sure > > there is a receipient ) > > This is the warnings I get in the rt.log file. ( for the 1 > attempt to > > correspond ) > > I get the correspondence in the history for the ticket, but > no emails. > > > > I also see lots of the"uninitailized value in length" > warnings throughout > > the log. > > From rt_mail_lists at no1.net.au Wed Jul 7 22:45:30 2004 From: rt_mail_lists at no1.net.au (John) Date: Thu, 08 Jul 2004 12:45:30 +1000 Subject: [rt-users] Issues with LWP Message-ID: <40ECB54A.6060908@no1.net.au> G'day, I am battling with dependencies... Mandrake 8.1 Apache 1.3.31 with mod_perl statically installed Perl 5.8.3 So much seems to hang off LWP, I am tempted to force an install on LWP and hope the other dependancies will install...but I do not know the consequences of such action... The error I get is as follows: live/apache-listing....Use of uninitialized value in pattern match (m//) at ../blib/lib/File/Listing.pm line 77. Use of uninitialized value in split at ../blib/lib/File/Listing.pm line 91. live/apache-listing....FAILED test 5 Failed 1/8 tests, 87.50% okay Anybody experience the same problem? or even a gut feeling recommendation? I am not very good with Perl and mod_perl, hence I have struggled enormously... I guess what I am saying is if I dig myself into a hole, I usually have no choice but to re-install *nix and start from scratch, getting tired of that though... Thank you to anybody who takes the time to contemplate this dilema with LWP and to those who have helped me previously, it's because of you I am still trying after a week to get an RT install working. Kind regards, John From jens at cyber.com.au Wed Jul 7 22:53:52 2004 From: jens at cyber.com.au (Jens Porup) Date: Thu, 8 Jul 2004 12:53:52 +1000 Subject: [rt-users] custom scrip, user-defined condition on custom field In-Reply-To: <200407071357.i67Dvsgr030265@shark.cc.uic.edu> References: <20040707053118.GA19659@vanilla.office.cyber.com.au> <200407071357.i67Dvsgr030265@shark.cc.uic.edu> Message-ID: <20040708025352.GC5949@vanilla.office.cyber.com.au> On Wed, Jul 07, 2004 at 08:57:54AM -0500, Bob Goldstein wrote: > > I recently wrote a Custom Scrip Condition for use with > Custom Fields. It's fairly generic, you pass it an argument > saying which CustomField, and a bit 'o perl specifying how > to test the CF value(s). So it can be re-used for any > transaction type, and any custom field test. > > If you like, I can send you the code. And if it works for > you, I'll put it on the wiki. (It's working for me, > using RT 3.2.0. I think it would work on any 3.x.x) > > bobg > Bob, Does your code look something like this? return undef unless ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Custom_Field') =~ /matchtext/i); return 1; (from http://wiki.bestpractical.com/index.cgi?ExampleOfCustomFieldInCondition) If you've got a different/better implementation, please do let me know! Cheers, Jens > > > > >G'day, > > > >I want to create a Custom Condition for a scrip based on a Custom Field > >set to a certain value. > > > >A search of the archive reveals this: > > > > $self->TicketObj->QueueObj->Name() > > > >but 'perldoc Queue.pm' doesn't suggest the accessor method name to get > >the value of a custom field. > > > >So basically, in English, I want my custom condition to be: > > > > If MyVariable equals ThisValue, then Notify etc > > > >Thanks, > > > >Jens > > > > > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > > > > >!DSPAM:40eb8b3c288621154936950! > > > > From bobg at uic.edu Wed Jul 7 23:09:19 2004 From: bobg at uic.edu (Bob Goldstein) Date: Wed, 07 Jul 2004 22:09:19 -0500 Subject: [rt-users] custom scrip, user-defined condition on custom field In-Reply-To: Your message of "Thu, 08 Jul 2004 12:53:52 +1000." <20040708025352.GC5949@vanilla.office.cyber.com.au> Message-ID: <200407080309.i6839JTd002740@shark.cc.uic.edu> >On Wed, Jul 07, 2004 at 08:57:54AM -0500, Bob Goldstein wrote: >> >> I recently wrote a Custom Scrip Condition for use with >> Custom Fields. It's fairly generic, you pass it an argument >> saying which CustomField, and a bit 'o perl specifying how >> to test the CF value(s). So it can be re-used for any >> transaction type, and any custom field test. >> >> If you like, I can send you the code. And if it works for >> you, I'll put it on the wiki. (It's working for me, >> using RT 3.2.0. I think it would work on any 3.x.x) >> >> bobg >> >Bob, > >Does your code look something like this? > >return undef unless ($self->TicketObj->FirstCustomFieldValue('Name_of_your_Cus >tom_Field') =~ /matchtext/i); >return 1; > >(from http://wiki.bestpractical.com/index.cgi?ExampleOfCustomFieldInCondition) > >If you've got a different/better implementation, please do let me know! > Neither better nor worse, just different. My solution was a more generic one, to make a reusable, configurable ScripCondition. Yours is to write custom code into a single Scrip. bobg From lcs at MIT.EDU Thu Jul 8 01:03:21 2004 From: lcs at MIT.EDU (Larry Stone) Date: Thu, 8 Jul 2004 1:03:21 EDT Subject: [rt-users] Plugins In-Reply-To: Your message of Thu, 1 Jul 2004 13:13:05 -0500 Message-ID: > 2) In RT_SiteConfig.pm > > adding the line: > > push @RT::MailPlugins, "Filter::SpamAssassin"; This is almost what I do; just set the whole list to be sure of the order: @RT::MailPlugins = ("Filter::SpamAssassin", "Auth::MailFrom"); I posted a working version of the SpamAssassin plugin itself to this list a few weeks ago, it ought to be easy to find. -- Larry From jens at cyber.com.au Thu Jul 8 01:16:51 2004 From: jens at cyber.com.au (Jens Porup) Date: Thu, 8 Jul 2004 15:16:51 +1000 Subject: [rt-users] bug report: creating ticket children Message-ID: <20040708051651.GH5949@vanilla.office.cyber.com.au> So I create two tickets, each in a separate queue, right? I can add the parent ticket's url to the child ticket. And in fact, I can add the child ticket's url to the parent ticket, but when I click Display for the parent ticket, instead of the links to the child ticket, instead I see: Children: * System error error: Can't call method "Id" on an undefined value at /usr/share/request-tracker3/html/Ticket/Elements/ShowMembers line 28. context: ... 24: % if ($members->Count) { 25:
    26: % while (my $link = $members->Next) { 27: % my $member= $link->BaseObj; 28:
  • <%$member->Id%>: <%$member->Subject%> [<%loc($member->Status)%>]
    29: % if ($depth < 8) { 30: <&/Ticket/Elements/ShowMembers, Ticket => $member, depth => ($depth+1) &> 31: % } 32: % } ... code stack: /usr/share/request-tracker3/html/Ticket/Elements/ShowMembers:28 /usr/share/request-tracker3/html/Ticket/Elements/ShowLinks:57 /usr/share/request-tracker3/html/Ticket/Elements/ShowSummary:65 /usr/share/request-tracker3/html/Ticket/Display.html:33 /usr/share/request-tracker3/html/autohandler:196 raw error From count at theblah.fi Thu Jul 8 01:19:25 2004 From: count at theblah.fi (Jussi Hamalainen) Date: Thu, 8 Jul 2004 08:19:25 +0300 (EEST) Subject: [rt-users] Postgres Users: DBIx::SearchBuilder 1.00_06 In-Reply-To: References: <20040618061644.GX26100@pallas.eruditorum.org> <20040625173246.GA32580@pallas.eruditorum.org> Message-ID: On Thu, 8 Jul 2004, Jussi Hamalainen wrote: > What is this Want.pm? Ok, this is where I go hit myself in the head with a baseball bat. I pulled the Want-module from CPAN and DBIx::SearchBuilder 1.00_06 works like a charm now. Seems a whole lot faster, too. Thanks, Jesse! -- -=[ Count Zero / TBH - Jussi H?m?l?inen - email count at theblah.fi ]=- From count at theblah.fi Thu Jul 8 01:08:36 2004 From: count at theblah.fi (Jussi Hamalainen) Date: Thu, 8 Jul 2004 08:08:36 +0300 (EEST) Subject: [rt-users] Postgres Users: DBIx::SearchBuilder 1.00_06 In-Reply-To: <20040625173246.GA32580@pallas.eruditorum.org> References: <20040618061644.GX26100@pallas.eruditorum.org> <20040625173246.GA32580@pallas.eruditorum.org> Message-ID: On Fri, 25 Jun 2004, Jesse Vincent wrote: > That looks somewhat surprising. in your lib/RT/Handle.pm, can you > alter the code at the beginning to read: > > eval "use DBIx::SearchBuilder::Handle::$RT::DatabaseType; > \@ISA= qw(DBIx::SearchBuilder::Handle::$RT::DatabaseType);"; > > if ($@) { > die "Unable to load DBIx::SearchBuilder database handle for > '$RT::DatabaseType'.". > "\n". > "Perhaps you've picked an invalid database type or spelled it > incorrectly.". > "\n". $@; > } I finally got around to testing this. Looks like I'm missing a perl module or something: [Thu Jul 8 08:05:55 2004] [error] Unable to load DBIx::SearchBuilder database handle for'Pg'.\nPerhaps you've picked an invalid database type or spelled itincorrectly.\nCan't locate Want.pm in @INC (@INC contains: /opt/RT/local/lib /opt/RT/lib /opt/lang/lib/perl5/5.8.4/i686-linux /opt/lang/lib/perl5/5.8.4 /opt/lang/lib/perl5/site_perl/5.8.4/i686-linux /opt/lang/lib/perl5/site_perl/5.8.4 /opt/lang/lib/perl5/site_perl . /opt/apache/ /opt/apache/lib/perl) at /opt/lang/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle/Pg.pm line 9.\nBEGIN failed--compilation aborted at /opt/lang/lib/perl5/site_perl/5.8.4/DBIx/SearchBuilder/Handle/Pg.pm line 9.\nCompilation failed in require at (eval 354) line 1.\nBEGIN failed--compilation aborted at (eval 354) line 1.\nCompilation failed in require at /opt/RT/lib/RT.pm line 145.\n What is this Want.pm? -- -=[ Count Zero / TBH - Jussi H?m?l?inen - email count at theblah.fi ]=- From matthew.watson at staff.netspace.net.au Thu Jul 8 01:43:49 2004 From: matthew.watson at staff.netspace.net.au (Matthew Watson) Date: Thu, 8 Jul 2004 15:43:49 +1000 Subject: [rt-users] mod_perl or FastCGI? Message-ID: <56F211C5E3F24F47B103EA1B253822BE08B8E2@vic-cr-ex1.staff.netspace.net.au> Heya ppls. I'm about to undertake looking at rt3 again, and wondering which people recommend, Apache 1.3 / mod_perl Apache 1.3 / FastCGI Apache 2.x / FastCGI This will be installed on Solaris. Thanks Regards -- Matthew Watson Netspace Online Systems (03) 98110010 This email and any files transmitted with it are confidential and intended solely for the use of the individual or entity to whom they are addressed. Please notify the sender immediately by email if you have received this email by mistake and delete this email from your system. Please note that any views or opinions presented in this email are solely those of the author and do not necessarily represent those of the organisation. Finally, the recipient should check this email and any attachments for the presence of viruses. The organisation accepts no liability for any damage caused by any virus transmitted by this email. -------------- next part -------------- An HTML attachment was scrubbed... URL: From thomas.herrmann at teleteach.net Thu Jul 8 02:50:41 2004 From: thomas.herrmann at teleteach.net (Thomas Herrmann) Date: Thu, 8 Jul 2004 08:50:41 +0200 (CEST) Subject: [rt-users] mod_perl or FastCGI? In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE08B8E2@vic-cr-ex1.staff.netspace.net. au> References: <56F211C5E3F24F47B103EA1B253822BE08B8E2@vic-cr-ex1.staff.netspace.net.au> Message-ID: <50702.194.120.150.21.1089269441.squirrel@194.120.150.21> Hi Matthew, > I'm about to undertake looking at rt3 again, and wondering which people > recommend, > > Apache 1.3 / mod_perl > > Apache 1.3 / FastCGI > > Apache 2.x / FastCGI > > > This will be installed on Solaris. we did run Apache 1.3 / mod_perl (but under Linux), which ran into the problem of hanging httpd's with 100% CPU usage. Since we switched to Apache 1.3 / FastCGI, we don't encounter such strange probs. AFAIK, mod_perl runs in the Apache program space whereas FastCGI runs as separate process, so mod_perl is probably able to crash Apache. I'm also running an Apache 2.0 / FastCGI config on my Notebook (also SuSE Linux) without problems, so i would generally recommmend FastCGI. Kind regards Thomas -- Teleteach GmbH Jeschkenstr. 49, 82538 Geretsried, Germany Tel. +49.8171.929590, Fax +49.8171.929592 http://www.teleteach.de/ From michael at maurer-it.com Thu Jul 8 04:55:46 2004 From: michael at maurer-it.com (Michael Pilz) Date: Thu, 8 Jul 2004 10:55:46 +0200 Subject: [rt-users] re: approval feature configuration Message-ID: <6BF63CAE93547240837044995C8ACC2C01D5EA@himalaya.maurer-it.com> hi i think this is helpful http://wiki.bestpractical.com/index.cgi?ApprovalCreation mfg --------------------------------------------- Michael Pilz Projektleiter __ __ __ /_/ /_/ /_/ Maurer IT Systeml?sungen KEG Kohlgasse 51/9, A-1050 Wien __ __ www: www.maurer-it.com /_/ /_/ mail: michael at maurer-it.com phone: +43 1 545 449 714 __ __ fax: +43 1 545 449 722 /_/ /_/ mobile: +43 699 43 53 9 From rms at 1407.org Thu Jul 8 06:12:50 2004 From: rms at 1407.org (Rui Miguel Seabra) Date: Thu, 08 Jul 2004 11:12:50 +0100 Subject: [rt-users] RT 3.2 Database upgrade scripts In-Reply-To: <4CAD2391-D052-11D8-941B-000A9578CFCC@khera.org> References: <40E997CC.6000101@esabel.net> <20040705182745.GH13260@pallas.eruditorum.org> <11fc6a2504070606364c644769@mail.gmail.com> <20040706134735.GP13260@pallas.eruditorum.org> <1089191087.2747.96.camel@roque> <4CAD2391-D052-11D8-941B-000A9578CFCC@khera.org> Message-ID: <1089281570.4095.15.camel@roque> On Wed, 2004-07-07 at 16:14 -0400, Vivek Khera wrote: > On Jul 7, 2004, at 5:04 AM, Rui Miguel Seabra wrote: > > > My main problem (which is not new to RT) is a couple of perl Modules > > that don't build with perl -MCPAN -e shell: > > > > Module::Build and Log::Dispatch > > > > sure they do. what's the error you encounter? I'm pretty sure they don't. You don't do: perl Makefile.PL make make test make install You do: perl Build.PL ./Build ./Build install And what's worse, they don't respect destination install directories (everything else installed properly into ~/.perl/, while I had to move around directories for these two). All I did was to use rt's script to install dependencies using cpan. Rui -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: This is a digitally signed message part URL: From phillip at reportstar.net Thu Jul 8 07:10:38 2004 From: phillip at reportstar.net (Khutjo Phillip Leremi) Date: Thu, 8 Jul 2004 13:10:38 +0200 Subject: [rt-users] Help with the from line and Subject line Message-ID: Hi, I trying to customize RT. So I'm have change the auto reply message and it works so what I want to change now are the following lines >From : Apache [apache at localhost.localdomain] on behalf of General support queue via RT [support at domainname.net] Subject : [$rtname#12] Technical Support: test I want this lines to read as follows From: Technical Support Team Subject: Technical Support Team Autoreply( Ticket #12) So how do I do that. --- Outgoing mail is certified Virus Free. Checked by AVG anti-virus system (http://www.grisoft.com). Version: 6.0.716 / Virus Database: 472 - Release Date: 2004/07/05 From barnaclebob at gmail.com Thu Jul 8 08:41:10 2004 From: barnaclebob at gmail.com (Barnacle Bob) Date: Thu, 8 Jul 2004 08:41:10 -0400 Subject: [rt-users] Approval Tickets and scripts question Message-ID: Do Approval tickets trigger scripts just like regular ones? I have setup a "on status change" and "on resolve" script in my approvals queue as i would like to notify the requestor that there ticket has been approved or rejected but have been unable to get them to work. Is there anything special i have to do to get scripts working on approval tickets? Thanks -Karl Pietri From m-liebman at northwestern.edu Thu Jul 8 09:11:37 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 8 Jul 2004 09:11:37 -0400 Subject: [rt-users] custom scrip, user-defined condition on custom field In-Reply-To: <200407080309.i6839JTd002740@shark.cc.uic.edu> References: <20040708025352.GC5949@vanilla.office.cyber.com.au> <200407080309.i6839JTd002740@shark.cc.uic.edu> Message-ID: <20040708131137.GA29020@SDF.LONESTAR.ORG> On Wed, Jul 07, 2004 at 10:09:19PM -0500, Bob Goldstein wrote: > >If you've got a different/better implementation, please do let me know! > > > > Neither better nor worse, just different. I'd say that's worth sharing. > My solution was a more generic one, to make a reusable, > configurable ScripCondition. And perhaps packaging for inclusion in the contrib directory. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From JChen at paymentone.com Thu Jul 8 09:17:56 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Thu, 8 Jul 2004 06:17:56 -0700 Subject: [rt-users] Script User Condition help Message-ID: <6D6E09D687772640AA41F009EB85FE05043775@CPMAL00.corpnet.p1.local> No one have a clue as to what I did wrong or rather ideas as to how to get this working? :( ________________________________ From: rt-users-bounces at lists.bestpractical.com on behalf of Jonathan Chen Sent: Wed 7/7/2004 2:00 PM To: rt-users Subject: RE: [rt-users] Script User Condition help Ok, I am giving up on this without any PERL expert hints (A BIG ONE). It seems I am able to recreate the RT scrip condition "ON STATUS CHANGE", but it's still failing to do what I wish to do. That is when ticket status set to "resolved" status, I would like the scrip to stop sending out "ON STATUS CHANGE" notifications. Only do it when the ticket is under status. I've tried to do a printf and see if there is something wrong $ticket->Status but am unable to get a printf info. Please help! Thanks! ================================================== my $TicketStatusCondition=$self->TransactionObj; my $ticket = $self->TicketObj; printf $ticket->Status; if ($ticket->Status ne 'resolved') { $TicketStatusCondition -> SetExecModule("AnyTransaction"); $TicketStatusCondition -> SetApplicableTransTypes("Status"); return(1); } else { return('undef'); } -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Thu Jul 8 09:47:07 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 08 Jul 2004 17:47:07 +0400 Subject: [rt-users] Script User Condition help In-Reply-To: <6D6E09D687772640AA41F009EB85FE05043775@CPMAL00.corpnet.p1.local> References: <6D6E09D687772640AA41F009EB85FE05043775@CPMAL00.corpnet.p1.local> Message-ID: <40ED505B.90300@acronis.ru> my $tr = $self->TransactionObj; if ($tr->Field eq 'Status' && $tr->NewValue ne 'resolved') { return(1); } else { return('undef'); } Jonathan Chen wrote: > ** > > No one have a clue as to what I did wrong or rather ideas as to how to > get this working? :( > > ------------------------------------------------------------------------ > *From:* rt-users-bounces at lists.bestpractical.com on behalf of Jonathan Chen > *Sent:* Wed 7/7/2004 2:00 PM > *To:* rt-users > *Subject:* RE: [rt-users] Script User Condition help > > > Ok, I am giving up on this without any PERL expert hints (A BIG ONE). > It seems I am able to recreate the RT scrip condition "ON STATUS > CHANGE", but it's still failing to do what I wish to do. > > That is when ticket status set to "resolved" status, I would like the > scrip to stop sending out "ON STATUS CHANGE" notifications. Only do it > when the ticket is under status. I've tried to do a printf and see if > there is something wrong $ticket->Status but am unable to get a printf > info. > > Please help! Thanks! > > > ================================================== > my $TicketStatusCondition=$self->TransactionObj; > my $ticket = $self->TicketObj; > > printf $ticket->Status; > > if ($ticket->Status ne 'resolved') { > $TicketStatusCondition -> SetExecModule("AnyTransaction"); > $TicketStatusCondition -> SetApplicableTransTypes("Status"); > return(1); > } > else { > return('undef'); > } > > ------------------------------------------------------------------------ > This electronic mail message contains information belonging to > PaymentOne, which may be confidential and/or legal privileged. The > information is intended only for the use of the individual or entity > named above. If you are not the intended recipient, you are hereby > notified that any disclosure, printing, copying, distribution, or the > taking of any action in reliance on the contents of this electronically > mailed information is strictly prohibited. If you receive this message > in error, please immediately notify us by electronic mail and delete > this message. > ------------------------------------------------------------------------ > > > ------------------------------------------------------------------------ > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Thu Jul 8 09:57:05 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Jul 2004 09:57:05 -0400 Subject: [rt-users] bug report: creating ticket children In-Reply-To: <20040708051651.GH5949@vanilla.office.cyber.com.au> References: <20040708051651.GH5949@vanilla.office.cyber.com.au> Message-ID: <20040708135705.GS13260@pallas.eruditorum.org> On Thu, Jul 08, 2004 at 03:16:51PM +1000, Jens Porup wrote: > > So I create two tickets, each in a separate queue, right? > > I can add the parent ticket's url to the child ticket. It helps to tell us which verion of RT you're running.. From dimitry.faynerman at hypermediasystems.com Thu Jul 8 10:20:57 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Thu, 8 Jul 2004 07:20:57 -0700 Subject: [rt-users] encoding of the email subject In-Reply-To: <20040708135705.GS13260@pallas.eruditorum.org> Message-ID: <001601c464f6$c9b17840$2601140a@DimitryFaynerman> Hello, I wrote a script for sending an email for password retrieval. Since the user is not logged in RT when this email is being sent, I have to do some stuff manually (which normally RT is doing for me). So I use something like this: =============================================================== my $template = RT::Template->new( $self->CurrentUser ); $template->LoadGlobalTemplate('Password Change'); my $parsed = $template->_ParseContent(); my $entity = MIME::Entity->build( From => $from, To => $email, 'X-RT-Loop-Prevention' => $RT::rtname, Type => "text/plain", Charset => "utf-8", Subject => loc("Trouble Ticket New Password"), Data => [$parsed] ); RT::I18N::SetMIMEEntityToEncoding( $entity, $RT::EmailOutputEncoding, 'mime_words_ok' ); open (MAIL, "|$RT::SendmailPath $RT::SendmailArguments") || return(0); print MAIL $entity->as_string; close(MAIL); =============================================================== The problem is that even tough the email body has the correct encoding (shift-jis in my case), the email subject is still broken. I tried many tricks but had no luck. Could anybody tell me what I'm doing wrong? Thanks! Dimitry From michael at maurer-it.com Thu Jul 8 10:24:52 2004 From: michael at maurer-it.com (Michael Pilz) Date: Thu, 8 Jul 2004 16:24:52 +0200 Subject: [rt-users] approval on resolved Message-ID: <6BF63CAE93547240837044995C8ACC2C01D5EC@himalaya.maurer-it.com> hi MySetup: Debian sarge testing apache 1.3.29 perl 5.8.3 rt 3.0.10 i set up approval and it works fine with this scrip, On Create Create Tickets with template approval and this template ===Create-Ticket: Approval Subject: Approval for TOP Depended-On-By: TOP Queue: Approvals Type: Approval Content: Someone has created a ticket. you should review and approve it, so they can finish their work ENDOFCONTENT but it would be fine if the approval-admin gets just tickets with status resolved to approve, to check if the are really resolved and approve then. On Resolve Create Tickets with template approval is there a way to do so with the approve button and notify the requestor llike this On Approve Notify Requestors with template Resolved best regards --------------------------------------------- Michael Pilz Projektleiter __ __ __ /_/ /_/ /_/ Maurer IT Systeml?sungen KEG Kohlgasse 51/9, A-1050 Wien __ __ www: www.maurer-it.com /_/ /_/ mail: michael at maurer-it.com phone: +43 1 545 449 714 __ __ fax: +43 1 545 449 722 /_/ /_/ mobile: +43 699 43 53 9 From C.A.Vincent at newcastle.ac.uk Thu Jul 8 10:26:18 2004 From: C.A.Vincent at newcastle.ac.uk (Carl Vincent) Date: Thu, 8 Jul 2004 15:26:18 +0100 Subject: [rt-users] RT 3.2: "This message will be sent to..." only for root Message-ID: <37E80E80B681A24B8F768D607373CA800103D6A4@largo.campus.ncl.ac.uk> >Date: Wed, 7 Jul 2004 09:29:08 -0400 >From: "Michael S. Liebman" >Subject: Re: [rt-users] RT 3.2: "This message will be sent to..." only > for root >To: Carl Vincent >Cc: rt-users at lists.bestpractical.com >Message-ID: <20040707132908.GA19016 at SDF.LONESTAR.ORG> >Content-Type: text/plain; charset=us-ascii > >On Wed, Jul 07, 2004 at 10:47:49AM +0100, Carl Vincent wrote: >> Is there a permission I need to grant, or is it limited to super-user >> because it allows you to configure mail delivery? > >ShowOutgoingEmail > >Michael >-- >Michael S. Liebman m-liebman at northwestern.edu > http://msl521.freeshell.org/ >"I have vision and the rest of the world wears bifocals." > -Paul Newman in "Butch Cassidy & the Sundance Kid" Thanks, I'd not spotted that. However, does this gives the power to change delivery options? I don't want my unruly staff to be able to change these this and circumvent the workflow we've carefully designed.... The ShowOutgoingMail is fantastic and will be popular with staff, but can we have a separate control for ModifyOutgoingEmails? Cheers Carl -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Carl Vincent http://www.netskills.ac.uk/ (URL) Systems, Software, Webmaster 0191 222 5003 (voice) NETSKILLS - Quality Internet Training 0191 222 5001 (fax) From ktm at is.rice.edu Thu Jul 8 10:27:49 2004 From: ktm at is.rice.edu (Kenneth Marshall) Date: Thu, 08 Jul 2004 09:27:49 -0500 Subject: [rt-users] ShowMessageHeaders with RTIR and RT 3.2.0 Message-ID: <40ED59E5.8070900@is.rice.edu> I am also having a problem with the "clicky" headers in the problem history. Does anyone know of a fix yet for 3.2.0? Ken Marshall From jesse at bestpractical.com Thu Jul 8 11:01:50 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Jul 2004 11:01:50 -0400 Subject: [rt-users] ShowMessageHeaders with RTIR and RT 3.2.0 In-Reply-To: <40ED59E5.8070900@is.rice.edu> References: <40ED59E5.8070900@is.rice.edu> Message-ID: <20040708150150.GW13260@pallas.eruditorum.org> On Thu, Jul 08, 2004 at 09:27:49AM -0500, Kenneth Marshall wrote: > I am also having a problem with the "clicky" headers in the problem > history. Does anyone know of a fix yet for 3.2.0? The next major release of RTIR, 1.2.0 will work with RT 3.2.x. We haven't yet finished porting RTIR to the RT 3.2 platform. > Ken Marshall > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From j.green at ukerna.ac.uk Thu Jul 8 11:05:46 2004 From: j.green at ukerna.ac.uk (John Green) Date: Thu, 08 Jul 2004 16:05:46 +0100 Subject: [rt-users] ShowMessageHeaders with RTIR and RT 3.2.0 In-Reply-To: <40ED59E5.8070900@is.rice.edu> References: <40ED59E5.8070900@is.rice.edu> Message-ID: <40ED62CA.2010009@ukerna.ac.uk> Kenneth Marshall wrote: > I am also having a problem with the "clicky" headers in the problem > history. Does anyone > know of a fix yet for 3.2.0? To quote Jesse, "Just as a public notice, we're in the process of porting RTIR to the RT 3.2 API, but it's not there yet. we don't support or recommend running RTIR 1.0.x against RT 3.2 at this time. We're working on getting it stabilized as quickly as possible so you all can take advantage of the cool new features in RT 3.2" Cheers John From GLeier at mcmarketing.at Thu Jul 8 11:39:09 2004 From: GLeier at mcmarketing.at (Gerald Leier) Date: Thu, 8 Jul 2004 17:39:09 +0200 Subject: [rt-users] upgrade database: RT 2.0.14 -> 3.0.11-1 Message-ID: <5AA325DF823E0B42AB8495E77B6C7D2A3C2224@exchange01.mcmarketing.at> hi folks, i am about to migrate a old requesttracker installation to the newer rt3. could anyone point out where i can find information about this ? i downloaded the newest stable release 3.2.0 and found some scripts for upgrading the database from previous 3.x versions but nothing pre 3.x. the rt 3.0.11-1 i am using is a debian sarge(testing) bin package. i have: a working rt 2.0.14 with mysql (innodb), also i took a dump wich i played into my testmysql(rt2). on the same server i have the database for rt3 (rtdb). thanks for any hints gerald -------------- next part -------------- An HTML attachment was scrubbed... URL: From BrettB at hkusa.com Thu Jul 8 11:31:13 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Thu, 8 Jul 2004 10:31:13 -0500 Subject: [rt-users] RT-Remind limiting to past due tickets Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA09B6@EXCHANGE4> I want to only email summaries of past due tickets. I see there is a section in the script: # Get hold of the tickets we're after, sorted by priority my $tickets = new RT::Tickets($RT::SystemUser); $tickets->LimitStatus(VALUE => 'new'); $tickets->LimitStatus(VALUE => 'open'); $tickets->LimitStatus(VALUE => 'stalled') if $showall; $tickets->LimitQueue(VALUE => $queue->Id); $tickets->OrderBy(FIELD => 'Priority', ORDER => 'DESC'); my $user = RT::User->new($RT::SystemUser); I assume that there is a value for Due Date? Could someone tell me what entry I should add to limit to only past-due tickets? Thanks! From JChen at paymentone.com Thu Jul 8 11:59:43 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Thu, 8 Jul 2004 08:59:43 -0700 Subject: [rt-users] Script User Condition help Message-ID: <6D6E09D687772640AA41F009EB85FE0502F889@CPMAL00.corpnet.p1.local> Ok, the code seems not working. Maybe I've inserted it in the wrong place of the scrip. Here is my setting script for RT 3.11 a) Notify on Ticket Status "User Defined Notify Requestors, Ccs and AdminCcs with template Transaction content" b)In the "Notify on Ticket Status", I inserted your code in "Custom condition" with line "Condition" changed to "user defined". That's it and I still get 2 emails sent to the requestor with 1) "Your ticket has been resolved" template. 2) "Transaction: Status changed from open to resolved by root" -- I only want notifications sent out only when the status is not "resolved" Thanks for any help you can give... -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Thursday, July 08, 2004 6:47 AM To: Jonathan Chen Cc: rt-users Subject: Re: [rt-users] Script User Condition help my $tr = $self->TransactionObj; if ($tr->Field eq 'Status' && $tr->NewValue ne 'resolved') { return(1); } else { return('undef'); } Jonathan Chen wrote: > ** > > No one have a clue as to what I did wrong or rather ideas as to how to > get this working? :( > > ------------------------------------------------------------------------ > *From:* rt-users-bounces at lists.bestpractical.com on behalf of Jonathan Chen > *Sent:* Wed 7/7/2004 2:00 PM > *To:* rt-users > *Subject:* RE: [rt-users] Script User Condition help > > > Ok, I am giving up on this without any PERL expert hints (A BIG ONE). > It seems I am able to recreate the RT scrip condition "ON STATUS > CHANGE", but it's still failing to do what I wish to do. > > That is when ticket status set to "resolved" status, I would like the > scrip to stop sending out "ON STATUS CHANGE" notifications. Only do it > when the ticket is under status. I've tried to do a printf and see if > there is something wrong $ticket->Status but am unable to get a printf > info. > > Please help! Thanks! > > > ================================================== > my $TicketStatusCondition=$self->TransactionObj; > my $ticket = $self->TicketObj; > > printf $ticket->Status; > > if ($ticket->Status ne 'resolved') { > $TicketStatusCondition -> SetExecModule("AnyTransaction"); > $TicketStatusCondition -> SetApplicableTransTypes("Status"); > return(1); > } > else { > return('undef'); > } > -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- From cubic at acronis.ru Thu Jul 8 12:10:03 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 08 Jul 2004 20:10:03 +0400 Subject: [rt-users] Script User Condition help In-Reply-To: <6D6E09D687772640AA41F009EB85FE0502F889@CPMAL00.corpnet.p1.local> References: <6D6E09D687772640AA41F009EB85FE0502F889@CPMAL00.corpnet.p1.local> Message-ID: <40ED71DB.8010807@acronis.ru> Jonathan Chen wrote: > Ok, the code seems not working. Maybe I've inserted it in the wrong place of the scrip. > > Here is my setting script for RT 3.11 > > a) Notify on Ticket Status > "User Defined Notify Requestors, Ccs and AdminCcs with template Transaction content" > > b)In the "Notify on Ticket Status", I inserted your code in "Custom condition" with line "Condition" changed to "user defined". This steps are OK. :) I've found error :))) it's 'undef', undef is special perl OP, which shouldn't be qouted :) If we qoute it then condition return string 'undef' which is true value. Copy&Paste error. Sorry. my $tr = $self->TransactionObj; if ($tr->Field eq 'Status' && $tr->NewValue ne 'resolved') { return 1; } else { return undef; } Best regards. Ruslan. > > That's it and I still get 2 emails sent to the requestor with > 1) "Your ticket has been resolved" template. > 2) "Transaction: Status changed from open to resolved by root" -- I only want notifications sent out only when the status is not "resolved" > > Thanks for any help you can give... From lists at flothow.de Thu Jul 8 12:19:37 2004 From: lists at flothow.de (Sebastian Flothow) Date: Thu, 8 Jul 2004 18:19:37 +0200 Subject: [rt-users] Issues with LWP In-Reply-To: <40ECB54A.6060908@no1.net.au> References: <40ECB54A.6060908@no1.net.au> Message-ID: <9B3A1F6E-D0FA-11D8-8881-000393B2BB20@flothow.de> Am 8. Jul 2004 um 04:45 Uhr schrieb John: > So much seems to hang off LWP, I am tempted to force an install on LWP > and hope the other dependancies will install...but I do not know the > consequences of such action... I don't know about LWP, but my general experience is that force installing Perl modules which fail only a few tests is safe to do, I never had any issues. Sebastian -- Sebastian Flothow sebastian at flothow.de Because it reverses the logical flow of conversation. > Why is top posting frowned upon? From JChen at paymentone.com Thu Jul 8 12:22:11 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Thu, 8 Jul 2004 09:22:11 -0700 Subject: [rt-users] Script User Condition help Message-ID: <6D6E09D687772640AA41F009EB85FE0502F88A@CPMAL00.corpnet.p1.local> Thanks! That worked. I wonder if my previous code would've worked if I did "return undef" too. If I understood your code correctly, the "TransactionObj" holds all the table fields and it should be used most of the time for custom scrips? Jonathan Chen -----Original Message----- From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] Sent: Thursday, July 08, 2004 9:10 AM To: Jonathan Chen Cc: rt-users Subject: Re: [rt-users] Script User Condition help Jonathan Chen wrote: > Ok, the code seems not working. Maybe I've inserted it in the wrong place of the scrip. > > Here is my setting script for RT 3.11 > > a) Notify on Ticket Status > "User Defined Notify Requestors, Ccs and AdminCcs with template Transaction content" > > b)In the "Notify on Ticket Status", I inserted your code in "Custom condition" with line "Condition" changed to "user defined". This steps are OK. :) I've found error :))) it's 'undef', undef is special perl OP, which shouldn't be qouted :) If we qoute it then condition return string 'undef' which is true value. Copy&Paste error. Sorry. my $tr = $self->TransactionObj; if ($tr->Field eq 'Status' && $tr->NewValue ne 'resolved') { return 1; } else { return undef; } Best regards. Ruslan. > > That's it and I still get 2 emails sent to the requestor with > 1) "Your ticket has been resolved" template. > 2) "Transaction: Status changed from open to resolved by root" -- I only want notifications sent out only when the status is not "resolved" > > Thanks for any help you can give... -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- From cubic at acronis.ru Thu Jul 8 12:28:15 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 08 Jul 2004 20:28:15 +0400 Subject: [rt-users] Issues with LWP In-Reply-To: <40ECB54A.6060908@no1.net.au> References: <40ECB54A.6060908@no1.net.au> Message-ID: <40ED761F.2070908@acronis.ru> RT uses one or two features of very featured LWP. It's OK while your mailgate/CLI works fine. I didn't see that LWP test fails, but I didn't ever use mandrake. Best regards. Ruslan. John wrote: > G'day, I am battling with dependencies... > > Mandrake 8.1 > Apache 1.3.31 with mod_perl statically installed > Perl 5.8.3 > > So much seems to hang off LWP, I am tempted to force an install on LWP > and hope the other dependancies will install...but I do not know the > consequences of such action... > The error I get is as follows: > live/apache-listing....Use of uninitialized value in pattern match (m//) > at ../blib/lib/File/Listing.pm line 77. > Use of uninitialized value in split at ../blib/lib/File/Listing.pm line 91. > live/apache-listing....FAILED test > 5 Failed 1/8 tests, 87.50% > okay > > Anybody experience the same problem? or even a gut feeling > recommendation? I am not very good with Perl and mod_perl, hence I have > struggled enormously... I guess what I am saying is if I dig myself into > a hole, I usually have no choice but to re-install *nix and start from > scratch, getting tired of that though... > > Thank you to anybody who takes the time to contemplate this dilema with > LWP and to those who have helped me previously, it's because of you I am > still trying after a week to get an RT install working. > > Kind regards, > > John > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From chrislist at de-punkt.de Thu Jul 8 12:25:56 2004 From: chrislist at de-punkt.de (Christopher Kunz) Date: Thu, 08 Jul 2004 18:25:56 +0200 Subject: [rt-users] "How to eviscerate fish" or get information from e-mails Message-ID: <40ED7594.4070605@de-punkt.de> Hey, is there an easy way to analyze incoming tickets for custom fields, such as "CustomerNo: 1234567890" and automatically enter that number into the corresponding ticket's custom field "CustomerNo"? I think that might be mighty useful :) --ck From cubic at acronis.ru Thu Jul 8 12:36:05 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 08 Jul 2004 20:36:05 +0400 Subject: [rt-users] Script User Condition help In-Reply-To: <6D6E09D687772640AA41F009EB85FE0502F88A@CPMAL00.corpnet.p1.local> References: <6D6E09D687772640AA41F009EB85FE0502F88A@CPMAL00.corpnet.p1.local> Message-ID: <40ED77F5.1020700@acronis.ru> Jonathan Chen wrote: > > Thanks! That worked. I wonder if my previous code would've worked if I did "return undef" too. > > If I understood your code correctly, the "TransactionObj" holds all the table fields and it should be used most of the time for custom scrips? In custom code(in both: condition, action) you can use next calls: my $TransactionObj = $self->TransactionObj; my $TicketObj = $self->TicketObj; my $TemplateObj = $self->TemplateObj; Each object represent record in tables: Transactions, Tickets, Templates. API docs # basics perldoc /opt/rt3/lib/RT/Ticket.pm # extended perldoc /opt/rt3/lib/RT/Ticket_*.pm You can use perdoc command on any RT modules to read its docs. Ruslan. > > Jonathan Chen > > -----Original Message----- > From: Ruslan U. Zakirov [mailto:cubic at acronis.ru] > Sent: Thursday, July 08, 2004 9:10 AM > To: Jonathan Chen > Cc: rt-users > Subject: Re: [rt-users] Script User Condition help > > Jonathan Chen wrote: > >>Ok, the code seems not working. Maybe I've inserted it in the wrong place of the scrip. >> >>Here is my setting script for RT 3.11 >> >>a) Notify on Ticket Status >>"User Defined Notify Requestors, Ccs and AdminCcs with template Transaction content" >> >>b)In the "Notify on Ticket Status", I inserted your code in "Custom condition" with line "Condition" changed to "user defined". > > This steps are OK. > :) I've found error :))) > it's 'undef', undef is special perl OP, which shouldn't be qouted :) > If we qoute it then condition return string 'undef' which is true value. > Copy&Paste error. Sorry. > > my $tr = $self->TransactionObj; > if ($tr->Field eq 'Status' && $tr->NewValue ne 'resolved') { > return 1; > } else { > return undef; > } > Best regards. Ruslan. > > >>That's it and I still get 2 emails sent to the requestor with >>1) "Your ticket has been resolved" template. >>2) "Transaction: Status changed from open to resolved by root" -- I only want notifications sent out only when the status is not "resolved" >> >>Thanks for any help you can give... > > > -------------------------------------------------------- > > This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. > -------------------------------------------------------- > > > From JChen at paymentone.com Thu Jul 8 12:45:17 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Thu, 8 Jul 2004 09:45:17 -0700 Subject: [rt-users] Ticket History Format with CC Header Message-ID: <6D6E09D687772640AA41F009EB85FE0502F88C@CPMAL00.corpnet.p1.local> Hello All, While trying to clean up a few things, I noticed that the displaying of history column is all screwed up when the "FROM/TO/CC" line has a lot email address. It does not wrap them to the next line at all. Since it does not do that, I would have to scroll all the way to the right and then click on "Take" or "Open" the ticket. I tried to put the below setting in "RT_SiteConfig" to resolve the issue and its still not working after a apachectl stop and then apachectl start. Any ideas? # For message boxes, set the entry box width and what type of wrapping # to use. # # Default width: 72 Set($MessageBoxWidth , 72); # Default wrapping: "HARD" (choices "SOFT", "HARD") Set($MessageBoxWrap, "HARD"); Jonathan Chen -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- From bobg at uic.edu Thu Jul 8 12:49:49 2004 From: bobg at uic.edu (Bob Goldstein) Date: Thu, 08 Jul 2004 11:49:49 -0500 Subject: [rt-users] "How to eviscerate fish" or get information from e-mails In-Reply-To: Your message of "Thu, 08 Jul 2004 18:25:56 +0200." <40ED7594.4070605@de-punkt.de> Message-ID: <200407081649.i68GnnnG006186@shark.cc.uic.edu> I answered this question yesterday on this list. I have mods to do this. They are more general in some ways, lacking in security, and not all the ways are well tested. However, my need was exactly this -- to set a custom field upon create by parsing a special email format. So that particular function definitely works. Send me a private note if you want the code. I'd submit it all to the contrib section, but I prefer to have it vetted a bit first. bobg >Hey, > >is there an easy way to analyze incoming tickets for custom fields, such >as "CustomerNo: 1234567890" and automatically enter that number into the >corresponding ticket's custom field "CustomerNo"? > >I think that might be mighty useful :) > >--ck >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > >!DSPAM:40ed78c060356414383071! > > From bam at miranda.org Thu Jul 8 12:51:56 2004 From: bam at miranda.org (Bret Martin) Date: Thu, 08 Jul 2004 12:51:56 -0400 Subject: [rt-users] Duplicated attachments with RT 3.2.0 e-mail history feature? Message-ID: <29278.1089305516@anasazi.miranda.org> In testing a fresh install of RT 3.2.0 (not an upgrade from a previous version), I noted that the Attachments box for a ticket lists several instances of each attachment -- one by the user who uploaded it and then several by RT_System. I suspect this is because when RT records the mail it's sending to ticket watchers, the attachments are duplicated there. Is this by design, or should the attachments for the "Outgoing email recorded" transactions actually just refer to the original one? With lots of attachments, this could end up taking quite a bit of space -- not to mention the cluttered Attachments box on the ticket display. RT 3.2.0 looks great -- thanks to everyone who contributed to it! Thanks in advance, --Bret From jesse at bestpractical.com Thu Jul 8 13:16:59 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Jul 2004 13:16:59 -0400 Subject: [rt-users] Duplicated attachments with RT 3.2.0 e-mail history feature? In-Reply-To: <29278.1089305516@anasazi.miranda.org> References: <29278.1089305516@anasazi.miranda.org> Message-ID: <20040708171659.GH13260@pallas.eruditorum.org> On Thu, Jul 08, 2004 at 12:51:56PM -0400, Bret Martin wrote: > In testing a fresh install of RT 3.2.0 (not an upgrade from a previous > version), I noted that the Attachments box for a ticket lists several > instances of each attachment -- one by the user who uploaded it and > then several by RT_System. > > I suspect this is because when RT records the mail it's sending to > ticket watchers, the attachments are duplicated there. Interesting. When last I tested that, it didn't record the attachments. So, is the right thing for us to do to double-record the attachments as they go out or to strip them from the outgoing message? I don't htink single-instance-store would be doable in the current world order. -- From jesse at bestpractical.com Thu Jul 8 13:17:37 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Thu, 8 Jul 2004 13:17:37 -0400 Subject: [rt-users] Ticket History Format with CC Header In-Reply-To: <6D6E09D687772640AA41F009EB85FE0502F88C@CPMAL00.corpnet.p1.local> References: <6D6E09D687772640AA41F009EB85FE0502F88C@CPMAL00.corpnet.p1.local> Message-ID: <20040708171737.GJ13260@pallas.eruditorum.org> On Thu, Jul 08, 2004 at 09:45:17AM -0700, Jonathan Chen wrote: > > Hello All, > > While trying to clean up a few things, I noticed that the displaying of history column is all screwed up when the "FROM/TO/CC" line has a lot email address. 3.2 should fix this. From JChen at paymentone.com Thu Jul 8 13:47:48 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Thu, 8 Jul 2004 10:47:48 -0700 Subject: [rt-users] Ticket History Format with CC Header Message-ID: <6D6E09D687772640AA41F009EB85FE0502F88E@CPMAL00.corpnet.p1.local> By chance the code to fix it is easy enough to patch 3.11? I will be giving a demonstration of RT and would like that part to be fixed is possible. So far the system is stable and only crashed once a couple of days ago when trying to manually create a new ticket. Fixed the crashing part by removing files in /tmp and /opt/rt3/var/mason_data and session_data. Sorry for being off topic, would you agree that most of the RT crashing has something to do with the mason_data and session_data being altered in some way? -----Original Message----- From: Jesse Vincent [mailto:jesse at bestpractical.com] Sent: Thursday, July 08, 2004 10:18 AM To: Jonathan Chen Cc: rt-users Subject: Re: [rt-users] Ticket History Format with CC Header On Thu, Jul 08, 2004 at 09:45:17AM -0700, Jonathan Chen wrote: > > Hello All, > > While trying to clean up a few things, I noticed that the displaying of history column is all screwed up when the "FROM/TO/CC" line has a lot email address. 3.2 should fix this. -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- From rt at chaka.net Thu Jul 8 13:56:59 2004 From: rt at chaka.net (Todd Chapman) Date: Thu, 8 Jul 2004 13:56:59 -0400 Subject: [rt-users] Duplicated attachments with RT 3.2.0 e-mail history feature? In-Reply-To: <20040708171659.GH13260@pallas.eruditorum.org> References: <29278.1089305516@anasazi.miranda.org> <20040708171659.GH13260@pallas.eruditorum.org> Message-ID: <20040708175659.GV28862@chaka.net> Strip them! Maybe record an MD5 sum of the attachement that was sent? -Todd On Thu, Jul 08, 2004 at 01:16:59PM -0400, Jesse Vincent wrote: > > > > On Thu, Jul 08, 2004 at 12:51:56PM -0400, Bret Martin wrote: > > In testing a fresh install of RT 3.2.0 (not an upgrade from a previous > > version), I noted that the Attachments box for a ticket lists several > > instances of each attachment -- one by the user who uploaded it and > > then several by RT_System. > > > > I suspect this is because when RT records the mail it's sending to > > ticket watchers, the attachments are duplicated there. > > Interesting. When last I tested that, it didn't record the attachments. > So, is the right thing for us to do to double-record the attachments as > they go out or to strip them from the outgoing message? I don't htink > single-instance-store would be doable in the current world order. > > > -- > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From bam at miranda.org Thu Jul 8 14:49:11 2004 From: bam at miranda.org (Bret Martin) Date: Thu, 08 Jul 2004 14:49:11 -0400 Subject: [rt-users] Duplicated attachments with RT 3.2.0 e-mail history feature? In-Reply-To: Message from Jesse Vincent of "Thu, 08 Jul 2004 13:16:59 -0400." <20040708171659.GH13260@pallas.eruditorum.org> Message-ID: <30564.1089312551@anasazi.miranda.org> On Thu, 08 Jul 2004 13:16:59 EDT Jesse Vincent wrote: > Interesting. When last I tested that, it didn't record the attachments. > So, is the right thing for us to do to double-record the attachments as > they go out or to strip them from the outgoing message? I don't htink > single-instance-store would be doable in the current world order. On Thu, 08 Jul 2004 13:56:59 EDT Todd Chapman wrote: > Strip them! Maybe record an MD5 sum of the attachement that was > sent? I think stripping them from the stored copy of the outgoing message is reasonable, and maybe just recording the attachment name somehow so you know that it was included in the mail. But no stripping from the actual sent message -- that's one of the things I'm really happy is easier to handle in RT 3 vs. RT 2. It was very confusing to (internal) users that attachments were recorded in the system but not forwarded on to the ticket watchers. --Bret From m-liebman at northwestern.edu Thu Jul 8 14:51:49 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 8 Jul 2004 14:51:49 -0400 Subject: [rt-users] Ticket History Format with CC Header In-Reply-To: <6D6E09D687772640AA41F009EB85FE0502F88E@CPMAL00.corpnet.p1.local> References: <6D6E09D687772640AA41F009EB85FE0502F88E@CPMAL00.corpnet.p1.local> Message-ID: <20040708185149.GA26463@SDF.LONESTAR.ORG> On Thu, Jul 08, 2004 at 10:47:48AM -0700, Jonathan Chen wrote: > > By chance the code to fix it is easy enough to patch 3.11? I doubt this is an easy backport, but I had a quick and dirty and probably breaks other things patch if you just need it for the demo. Copy /path/to/rt3/share/html/Ticket/Elements/ShowMessageHeaders to local/html/Ticket/Elements/ShowMessageHeaders and apply the patch below. Michael --- share/html/Ticket/Elements/ShowMessageHeaders 2004-01-02 17:55:55.000000000 -0500 +++ local/html/Ticket/Elements/ShowMessageHeaders 2004-02-18 10:08:32.000000000 -0500 @@ -23,7 +23,12 @@ %# END LICENSE BLOCK <%$content |n%> <%INIT> -my $content = $Headers; +my $temp = $Headers; + +# TODO: add a variable test for this +require Text::Wrapper; +my $content = Text::Wrapper->new(columns => 60)->wrap($temp); + RT::Interface::Web::EscapeUTF8(\$content); $m->comp('/Elements/Callback', content => \$content, %ARGS); -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From david.falkenburger at rbc.com Thu Jul 8 16:29:43 2004 From: david.falkenburger at rbc.com (david.falkenburger at rbc.com) Date: Thu, 8 Jul 2004 16:29:43 -0400 Subject: [rt-users] addition condition checking for scrips Message-ID: <1AA4003F8D264140917F84EDBF6ED859CE55EA@sew01063.maple.fg.rbc.com> How would I add additional conditions to already existing conditions for scrips? I want to have various templates for emails based on various conditions. I would like to be able to create a scrip for a "On Create" condition and have one or more other conditions. One of the scrips will fire and be associated with the appropriate template. Only way I can see is to create custom condition checking code that would replace the "On Create" condition and contain my additional conditions as well. Or is there a way I could dynamically change the associated template during runtime, based on values or state of the ticket. Thanks Dave ------------------------------------------------------------ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier ?lectronique est confidentiel et prot?g?. L'exp?diteur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) d?sign?(s) est interdite. Si vous recevez ce courrier ?lectronique par erreur, veuillez m'en aviser imm?diatement, par retour de courrier ?lectronique ou par un autre moyen. ============================================================ -------------- next part -------------- An HTML attachment was scrubbed... URL: From lists at flothow.de Thu Jul 8 16:33:43 2004 From: lists at flothow.de (Sebastian Flothow) Date: Thu, 8 Jul 2004 22:33:43 +0200 Subject: [rt-users] mod_perl or FastCGI? In-Reply-To: <56F211C5E3F24F47B103EA1B253822BE08B8E2@vic-cr-ex1.staff.netspace.net.au> References: <56F211C5E3F24F47B103EA1B253822BE08B8E2@vic-cr-ex1.staff.netspace.net.au> Message-ID: <1A9CEEE5-D11E-11D8-8881-000393B2BB20@flothow.de> Am 8. Jul 2004 um 07:43 Uhr schrieb Matthew Watson: > I?m about to undertake looking at rt3 again, and wondering which > people recommend, > Apache 1.3 / mod_perl > Apache 1.3 / FastCGI > Apache 2.x / FastCGI I prefer FastCGI since it is easier to install (maybe I'm just too stupid for mod_perl, but it caused me major headaches, which FastCGI didn't). Also, mod_perl seems to impact overall Apache performance, which becomes important if you're serving other stuff off the same Apache instance. So far, I'm only using Apache 1.3, but I'll have a look at 2.x soonish. Sebastian -- Sebastian Flothow sebastian at flothow.de Because it reverses the logical flow of conversation. > Why is top posting frowned upon? From lists at flothow.de Thu Jul 8 16:45:29 2004 From: lists at flothow.de (Sebastian Flothow) Date: Thu, 8 Jul 2004 22:45:29 +0200 Subject: [rt-users] Help with the from line and Subject line In-Reply-To: References: Message-ID: Am 8. Jul 2004 um 13:10 Uhr schrieb Khutjo Phillip Leremi: > From: Apache [apache at localhost.localdomain] on behalf of General > support > queue via RT [support at domainname.net] This is not sent by RT like this. Outlook (and maybe other MUAs) have a 'feature' which mangles the From: header if Sender: is set. > Subject: [$rtname#12] Technical Support: test > > I want this lines to read as follows > From: Technical Support Team > Subject: Technical Support Team Autoreply( Ticket #12) You can set headers at the beginning of your template, followed by a blank line. However, you do want to keep [$rtname #12], as this is what RT expects in incoming mail (you can put it at the end of the subject, though). Sebastian -- Sebastian Flothow sebastian at flothow.de Because it reverses the logical flow of conversation. > Why is top posting frowned upon? From bobg at uic.edu Thu Jul 8 16:49:14 2004 From: bobg at uic.edu (Bob Goldstein) Date: Thu, 08 Jul 2004 15:49:14 -0500 Subject: [rt-users] addition condition checking for scrips In-Reply-To: Your message of "Thu, 08 Jul 2004 16:29:43 EDT." <1AA4003F8D264140917F84EDBF6ED859CE55EA@sew01063.maple.fg.rbc.com> Message-ID: <200407082049.i68KnFlk007838@shark.cc.uic.edu> > >How would I add additional conditions to already existing conditions for >scrips? > >I want to have various templates for emails based on various conditions. I >would like to be able to create a scrip for a "On Create" condition and have >one or more other conditions. One of the scrips will fire and be associated >with the appropriate template. Only way I can see is to create custom >condition checking code that would replace the "On Create" condition and >contain my additional conditions as well. > >Or is there a way I could dynamically change the associated template during >runtime, based on values or state of the ticket. > 3 options, if I understand correctly. 1. An RT "template" is fed to HTML::Template. So in reality, a template can accomodate any amount of perl inside braces. You can write a dynamic template that checks conditions and outputs accordingly. 2. Create a user defined scrip for each condition. In each such scrip, you fully code the condition on the gui when you make the scrip. The codition will check for create status, and whatever else you need. I think this is the option you mentioned originally. 3. Create one or more custom ScripConditions (as opposed to Scrips). This invovles writing a little code to be kept with the RT libraries, and inserting rows into the ScripConditions table. Then you can use these new conditions in new scrips, using the dropdown box rather than adding custom code to the scrip itself. This is a bit more complicated; however when you insert into the table ScripConditions, you must specify which code to execute (the new library file you wrote), what argument to pass it (if any), and what transaction state applies. The transaction state is something like create, correspond, any, ... The point being, the test for "create" is very simply handled right in the sql table, and your code can check for the other things of interest to you. bobg From m-liebman at northwestern.edu Thu Jul 8 16:55:28 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Thu, 8 Jul 2004 16:55:28 -0400 Subject: [rt-users] addition condition checking for scrips In-Reply-To: <200407082049.i68KnFlk007838@shark.cc.uic.edu> References: <1AA4003F8D264140917F84EDBF6ED859CE55EA@sew01063.maple.fg.rbc.com> <200407082049.i68KnFlk007838@shark.cc.uic.edu> Message-ID: <20040708205527.GC26463@SDF.LONESTAR.ORG> On Thu, Jul 08, 2004 at 03:49:14PM -0500, Bob Goldstein wrote: > 1. An RT "template" is fed to HTML::Template. So in reality, > a template can accomodate any amount of perl inside braces. > You can write a dynamic template that checks conditions > and outputs accordingly. Just so no one is confused, its a Text::Template, not HTML::Template. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From lists at flothow.de Thu Jul 8 17:13:29 2004 From: lists at flothow.de (Sebastian Flothow) Date: Thu, 8 Jul 2004 23:13:29 +0200 Subject: [rt-users] Ticket History Format with CC Header In-Reply-To: <6D6E09D687772640AA41F009EB85FE0502F88C@CPMAL00.corpnet.p1.local> References: <6D6E09D687772640AA41F009EB85FE0502F88C@CPMAL00.corpnet.p1.local> Message-ID: Am 8. Jul 2004 um 18:45 Uhr schrieb Jonathan Chen: > # Default width: 72 > Set($MessageBoxWidth , 72); > > # Default wrapping: "HARD" (choices "SOFT", "HARD") > Set($MessageBoxWrap, "HARD"); This affects text input boxes, not display. Sebastian -- Sebastian Flothow sebastian at flothow.de Because it reverses the logical flow of conversation. > Why is top posting frowned upon? From alexmv at bestpractical.com Thu Jul 1 23:09:01 2004 From: alexmv at bestpractical.com (Alex Vandiver) Date: Thu, 01 Jul 2004 23:09:01 -0400 Subject: [rt-users] Build and Displaying time worked. In-Reply-To: <200407011730.i61HU0gY017704@edison.serreyn.com> References: <200407011730.i61HU0gY017704@edison.serreyn.com> Message-ID: <1088737741.9713.13.camel@zoq-fot-pik.mit.edu> On Thu, 2004-07-01 at 13:29, Ted Serreyn wrote: > Ok, creating a new custom query on Rt-3.2.0. > Set the query elements ok > (Resolved after June 1, 2004) AND (Status is resolved) > > This works as expected. But what I now want is to add the time worked, so > the tickets can be billed back. > > Add Time Worked, click right arrow to move into displayed columns and BOOM! I can't replicate this on a clean RT 3.2 install. - Alex -- Networking -- one letter away from not working From david_spezialie at toll.com.au Thu Jul 8 19:53:00 2004 From: david_spezialie at toll.com.au (David) Date: Fri, 09 Jul 2004 09:53:00 +1000 Subject: [rt-users] rt-crontool escalate priority Message-ID: <40EDDE5C.70008@toll.com.au> Greetings all, I have just setup rt-crontool to escalate the priority of tickets. The problem being is that the routine is causing the ticket priority to be set to 0 no between 50-99. Can you tell me what the issue is?. David. From nhuisman-rtmail3704 at emailservice.com Thu Jul 8 20:12:21 2004 From: nhuisman-rtmail3704 at emailservice.com (nhuisman-rtmail3704 at emailservice.com) Date: Thu, 08 Jul 2004 17:12:21 -0700 Subject: [rt-users] Timed Status Updates on tickets Message-ID: <20040709001837.B61A784C00E@pallas.eruditorum.org> Hi all, I'm looking for a way to send out a email to all ticket holders every so many hours. For example I would like to send an email out every 48 hours informing the user of the status of the ticket, no matter if it has changed or not. Is this possible? Please let me know what the standard way to send out timed informs on tickets is. Thanks Nathan From JChen at paymentone.com Thu Jul 8 20:47:39 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Thu, 8 Jul 2004 17:47:39 -0700 Subject: [rt-users] Confused with adding CC when autocreating a ticket Message-ID: <6D6E09D687772640AA41F009EB85FE0502F898@CPMAL00.corpnet.p1.local> Hello all, I?m would like to add CC during the 1st time an email is sent to RT 3.11 by configuring the 2 lines below. I?ve warned to be careful with it and am confused as to what to enter for ?Set($RTAddressRegexp , '^rt\@paymentone.com$');? so that RT itself won?t be added??? Can someone clarify this for me how I should set it? Set($ParseNewMessageForTicketCcs , true); Set($RTAddressRegexp , '^rt\@paymentone.com$'); Thanks! -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From cpwe at deakin.edu.au Thu Jul 8 21:00:54 2004 From: cpwe at deakin.edu.au (Christopher Welsh) Date: Fri, 09 Jul 2004 11:00:54 +1000 Subject: [rt-users] PAM and WINDBIND auth to Active Directory Message-ID: <40EDEE46.30306@deakin.edu.au> Hi, Anyone got RT working with PAM and Winbind to auth to AD? I'd guess you define $WebExternalAuth in your config.pm and point it to mod_ntlm auth and mod_auth_pam. Anyone got the procedure documented? Chris From jens at cyber.com.au Thu Jul 8 21:36:04 2004 From: jens at cyber.com.au (Jens Porup) Date: Fri, 9 Jul 2004 11:36:04 +1000 Subject: [rt-users] bug report: creating ticket children In-Reply-To: <20040708135705.GS13260@pallas.eruditorum.org> References: <20040708051651.GH5949@vanilla.office.cyber.com.au> <20040708135705.GS13260@pallas.eruditorum.org> Message-ID: <20040709013604.GA23824@vanilla.office.cyber.com.au> On Thu, Jul 08, 2004 at 09:57:05AM -0400, Jesse Vincent wrote: > > On Thu, Jul 08, 2004 at 03:16:51PM +1000, Jens Porup wrote: > > > > So I create two tickets, each in a separate queue, right? > > > > I can add the parent ticket's url to the child ticket. > > It helps to tell us which verion of RT you're running.. Sorry.. the request-tracker3 package in Debian testing, which is: Version: 3.0.11-1 From rt_mail_lists at no1.net.au Thu Jul 8 22:44:01 2004 From: rt_mail_lists at no1.net.au (John) Date: Fri, 09 Jul 2004 12:44:01 +1000 Subject: [rt-users] Upgrading RT2 database to RT3 format dilema Message-ID: <40EE0671.6020402@no1.net.au> G'day everyone. I have finally succeeded in getting an installation of RT3(.2) to work...a week and a half later...3 distributions and countless installs....one might say I am almost ready for a drink.... Now to move the data from the old (dead server), lucky we do backups, to the new RT3 format.... a simple task? I went and downloaded: *rt*-*2.0*-*to*-*dumpfile* I was all excited, I put the mysql dump file into it's own directory (bearing in mind I only have RT3 installed) and modified the script (user-lib section) and it failed with the following message: bash: ./rt-2.0-to-dumpfile: bad interpreter: Permission denied I just read a forum which states that the old dump file must be converted on a box running RT2? is this correct or am I just missing something silly from lack of sleep? If somebody could tell me which way to go (hopefully not to go and install RT2, that didn't work for me - hence moving to RT3.2) Regards, John From bobg at uic.edu Thu Jul 8 23:20:24 2004 From: bobg at uic.edu (Bob Goldstein) Date: Thu, 08 Jul 2004 22:20:24 -0500 Subject: [rt-users] Upgrading RT2 database to RT3 format dilema In-Reply-To: Your message of "Fri, 09 Jul 2004 12:44:01 +1000." <40EE0671.6020402@no1.net.au> Message-ID: <200407090320.i693KPXT009858@shark.cc.uic.edu> >(user-lib section) and it failed with the following message: >bash: ./rt-2.0-to-dumpfile: bad interpreter: Permission denied > I don't know anything about RT2 or dumpfile, but this sounds like a unix problem. Are you sure the shebang line in rt-2.0-to-dumpfile is correct? bobg From scarpenter at XtremeNS.com Fri Jul 9 00:04:35 2004 From: scarpenter at XtremeNS.com (Scott Carpenter) Date: Fri, 9 Jul 2004 00:04:35 -0400 Subject: [rt-users] FW: FastCGI: Attempt to free unreferenced scalar Message-ID: <20040709040449.A7D606729@router.networktoolware.com> Woo hoo! I must have stumped the experts! The only response I got was 3 out-of-office replies. Reposting, fishing for help. -----Original Message----- From: Scott Carpenter [mailto:scarpenter at XtremeNS.com] Sent: Wednesday, July 07, 2004 2:46 PM To: 'rt-users at lists.bestpractical.com' Subject: FastCGI: Attempt to free unreferenced scalar I am running RT 3.2.0 with Apache 2.049, perl 5.8.3 and FastCGI on Fedora Core 2. When I hit the RT home page I get a bunch of errors in the log similar to these: [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c1fd88 at /opt/rt3/share/html/index.html line 50., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c48de4 at /opt/rt3/share/html/index.html line 53., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c5202c at /opt/rt3/share/html/Elements/MyTickets line 35., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c50748 at /opt/rt3/share/html/Elements/TicketList line 503., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9bf4804 at /opt/rt3/share/html/Elements/TicketList line 503., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c49024 at /opt/rt3/share/html/Elements/TicketList line 503., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c520f8 at /opt/rt3/share/html/Elements/TicketList line 503., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9bf251c at /opt/rt3/share/html/Elements/TicketList line 503., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c51f30 at /opt/rt3/share/html/Elements/TicketList line 503., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c1df44 at /opt/rt3/share/html/Elements/MyRequests line 35., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c48de4 at /opt/rt3/share/html/Elements/QuickCreate line 1., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c520c8 at /opt/rt3/share/html/Elements/QuickCreate line 16., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c22200 at /opt/rt3/share/html/Elements/QuickCreate line 23., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x938dcfc at /opt/rt3/share/html/Elements/Quicksearch line 24., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c4d754 at /opt/rt3/share/html/autohandler line 24., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:35 2004] [error] [client 24.30.54.59] FastCGI: "ExecCGI Option" is off in this directory: /NoAuth/images//bplogo.gif, referer: http://support.xtremens.com/ server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c1fd88 at /opt/rt3/share/html/index.html line 50., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c5202c at /opt/rt3/share/html/Elements/MyTickets line 35., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c1df44 at /opt/rt3/share/html/Elements/MyRequests line 35., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c48de4 at /opt/rt3/share/html/Elements/QuickCreate line 1., referer: http://support.xtremens.com/ [Wed Jul 07 14:36:34 2004] [error] [client 24.30.54.59] FastCGI: server "/opt/rt3/bin/mason_handler.fcgi" stderr: Attempt to free unreferenced scalar: SV 0x9c4d754 at /opt/rt3/share/html/autohandler line 24., referer: http://support.xtremens.com/ And for a change of pace: [Wed Jul 07 14:36:35 2004] [error] [client 24.30.54.59] FastCGI: "ExecCGI Option" is off in this directory: /NoAuth/images//bplogo.gif, referer: http://support.xtremens.com/ Any insight would be appreciated. -- Scott Carpenter From mloftis at wgops.com Thu Jul 8 23:51:48 2004 From: mloftis at wgops.com (Michael Loftis) Date: Thu, 08 Jul 2004 21:51:48 -0600 Subject: [rt-users] Upgrading RT2 database to RT3 format dilema In-Reply-To: <40EE0671.6020402@no1.net.au> References: <40EE0671.6020402@no1.net.au> Message-ID: uhm no. this error is from your shell/os.... check the shebang at the top and make sure it references a valida nd working perl interpreter....if not fix it, if so run perl -c on the script to check if it can run at all, if it checks out there then just run it as perl HTH HAND --On Friday, July 09, 2004 12:44 +1000 John wrote: > G'day everyone. > > I have finally succeeded in getting an installation of RT3(.2) to > work...a week and a half later...3 distributions and countless > installs....one might say I am almost ready for a drink.... > > Now to move the data from the old (dead server), lucky we do backups, to > the new RT3 format.... a simple task? > > I went and downloaded: *rt*-*2.0*-*to*-*dumpfile* > I was all excited, I put the mysql dump file into it's own directory > (bearing in mind I only have RT3 installed) and modified the script > (user-lib section) and it failed with the following message: > bash: ./rt-2.0-to-dumpfile: bad interpreter: Permission denied > > I just read a forum which states that the old dump file must be converted > on a box running RT2? is this correct or am I just missing something > silly from lack of sleep? > > If somebody could tell me which way to go (hopefully not to go and > install RT2, that didn't work for me - hence moving to RT3.2) > > Regards, > > John > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > -- Undocumented Features quote of the moment... "It's not the one bullet with your name on it that you have to worry about; it's the twenty thousand-odd rounds labeled `occupant.'" --Murphy's Laws of Combat From jens at cyber.com.au Fri Jul 9 01:04:54 2004 From: jens at cyber.com.au (Jens Porup) Date: Fri, 9 Jul 2004 15:04:54 +1000 Subject: [rt-users] rt-mailgate permission denied error Message-ID: <20040709050454.GH23824@vanilla.office.cyber.com.au> Getting a puzzling errror after setting up mailgate: : maildir delivery failed: create /usr/bin/rt-mailgate-3.0 --queue "Incoming Batch" --action correspond --url http://webrt_test/tmp/1089348382.P3290.mamet: Permission denied there is no /tmp. Never seen it mentioned before! What does it all mean? (PS yes I searched the archives but no luck... using RT 3.0.11-1) Thanks, Jens From barancev at ispras.ru Fri Jul 9 01:06:10 2004 From: barancev at ispras.ru (Alexei Barantsev) Date: Fri, 9 Jul 2004 09:06:10 +0400 Subject: [rt-users] dumpfile-to-rt-3.0 problem: Invalid UNICODE character sequence found Message-ID: <200407090506.i6956B304156@nord.kazbek.ispras.ru> Hi, At least, after launching 3.2.0, I've decided to start migration from rt2 to rt3. Unfortunately I've faced a problem transferring tickets with non-English subject. More precisely, import utility dumpfile-to-rt-3.0 could not create attachments to such tickets. I use RedHat 9 and perl 5.8.0. I think the reason might be this outdated perl version. I heard 5.8.3 is recommended because of unicode-related issues in earlier versions. The surprising thing however is that the import CAN create ticket itself, but CANNOT create attachments to it that have the same subject. Here is the the diagnostics: -------------------------- Couldn't create attachment $VAR1 = { 'Subject' => '?????????? ???????????? ?????? ?????????????????????? ?? ??????-??????????????', 'ContentType' => 'text/plain', 'Headers' => 'Path: kazbek!not-for-mail From: "Alexey Demakov" Newsgroups: project.javatesk.translator Subject: ?????????? ???????????? ?????? ?????????????????????? ?? ??????-?????????????? Date: Tue, 13 Mar 2001 16:27:01 +0300 Organization: ISP RAS Lines: 74 Message-Id: <98l6ql$rtu$1 at kazbek.kazbek.ispras.ru> NNTP-Posting-Host: marlboro.kazbek.ispras.ru X-Trace: kazbek.kazbek.ispras.ru 984489621 28606 194.186.94.140 (13 Mar 2001 13:20:21 GMT) X-Complaints-To: usenet at kazbek.ispras.ru NNTP-Posting-Date: 13 Mar 2001 13:20:21 GMT X-Priority: 3 X-Msmail-Priority: Normal X-Newsreader: Microsoft Outlook Express 5.50.4133.2400 X-Mimeole: Produced By Microsoft MimeOLE V5.50.4133.2400 Xref: kazbek project.javatesk.translator:2 X-RT-Original-Encoding: koi8-r ', 'Creator' => '1', 'Parent' => '0', 'Created' => '2002-09-12 15:47:32+00', 'id' => '79', 'ContentEncoding' => 'none', 'TransactionId' => '129' }; ERROR: Invalid UNICODE character sequence found (0xd120) [Thu Jul 8 13:39:14 2004] [crit]: Died at /home/barancev/tmp/rt2-to-rt3-1.23/dumpfile-to-rt-3.0 line 722. (/usr/local/rt3/lib/RT.pm:254) -------------------------- Thanks, -- Alexei Barantsev UniTesK Product Line Manager, ISP RAS mailto: barancev at ispras.ru phone : +7(095)912-5317(ext 4422) Web : http://unitesk.com/ From mikep at uclink.berkeley.edu Fri Jul 9 02:57:08 2004 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Thu, 08 Jul 2004 23:57:08 -0700 Subject: [rt-users] LDAP External Auth & Autocreating authenticated users In-Reply-To: References: Message-ID: <40EE41C4.4080709@uclink.berkeley.edu> I finally figured our how to make Apache authenticate against LDAP and once I got over that hurdle, RT plays very nicely. Now that I have this in place there are a few more things I'd like to do. Issue 1) I would like LDAP authenticated people to have their account automatically created (e.g. ($WebExternalAuto), including email address info if possible, (if it didn't already exist), and for those same people to become priveleged users. ---------------------------------------------------------------------- - I don't want everyone who sends an email to become a priveleged user though (just ldap authenticated folks). - Presumably some of them would already have already sent an email, so if I let it "autocreate an account" will there be a problem because their old username was their email address and presumably their new username would be their uid? Is there a good way native in RT or am I better off writing my own custom cron jobs scripts that'll check against our ldap server create the accounts if they don't exist, strip off @domain.com from username, elevate to priveleged if not, etc..? Could I use RT scrip actions that to elevate ldap authenticated people to priveleged users? Any tips or examples of how to do this? I know there used to be contributed code dump from LDAP for RT2, anything that works on 3.2? Issue 2) RT doesn't seem to let me try mysql authentication when the account doesn't exist in ldap or my password is wrong. I've tried it with both undef and 1. Set($WebFallbackToInternalAuth , undef); ------------- FYI: I find it useful to see people's install steps, config files so I'm sharing it here. My build: FreeBSD 4.8 , Perl 5.8.4 , Apache/1.3.31, mod_perl/1.29, mod_ssl/2.8.18, OpenSSL/0.9.7d , Mysql 4.0.2, RT 3.2.0 , RTFM 2.0.2 , Stats v_0_15 (against openldap our server for example called "directory.ourdomain.com") 1) I installed the auth_ldap & openldapclient ports (I may have installed some other things, imported a certificate etc when trying to get the TLS option to work). 2) Set my httpd.conf to look like this: Alias /rt3/rt3/NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images Alias /rt3 /usr/local/rt3/share/html/ PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason PerlModule Apache::DBI Options FollowSymLinks AllowOverride All #variables from now until bottom for ldap auth require valid-user #optional TLS encryption to LDAP server AuthLDAPStartTLS On AuthType Basic authName "LDAP/email username and password" AuthLDAPURL #you may want ou=people ldap://directory.ourdomain.com:389/dc=ourdomain,dc=com?uid 3) Set($WebExternalAuth , 1); in my RT_SiteConfig 4) stopped and started apache ---------------- ht:\\Dig on bestpractical ---------------------- FYI ht:\\Dig on http://lists.bestpractical.com/search.html appears to need a reindexing or at least I kept getting null results the last few times I ran a search. From howard.jones at network-i.net Fri Jul 9 06:20:28 2004 From: howard.jones at network-i.net (Howard Jones) Date: Fri, 9 Jul 2004 11:20:28 +0100 Subject: [rt-users] REST? Message-ID: <013701c4659e$5b560a20$0a01010a@slough.local> Hi Folks, Does anyone have any docs or examples for using the REST interface on RT3? It *looks* like it's just a case of a formatted POST request to the right URL, but my Mason knowledge is pretty slim, so figuring it out is taking a while... What I'm looking to do is create a ticket from a PHP application on another server, with the queue, subject, requestor and a custom field prefilled. I think I need to submit a request to .../REST/1.0/ticket/new I can see that there is an email-style template to follow, but in what way is it submitted? What is the form field name? Or can I not submit this request from a browser at all, to test it? Thanks in advance for any advice or explanation... Best Regards, Howard Jones -------------- next part -------------- An HTML attachment was scrubbed... URL: From sven.sternberger at desy.de Fri Jul 9 07:53:23 2004 From: sven.sternberger at desy.de (Sven Sternberger) Date: Fri, 09 Jul 2004 13:53:23 +0200 Subject: [rt-users] Error about strange entry in Principal! Message-ID: <40EE8733.10605@desy.de> Hello! in the log of my RT3.0.11 instance I can see a lot of [crit]: Found a principal () that was neither a user nor a group (/usr/share/request-tracker3/lib/RT/Principal_Overlay.pm:93) In my understanding of the logical data model. All Users or Groups have a corresponding Entry in Principals. So in my understanding the query select Principals.id,PrincipalType from Principals left join Users on Principals.id=Users.id left join Groups on Principals.id=Groups.id where Users.id is NULL and Groups.id is NULL; should give an empty result set. BUT I got nearly 150000 group entries. I looked at several of the ids and found them referenced in the table CachedGroupMember???? Any suggestions?? I think it would be nice to hav a tool which checks the data consistency of the RT database. best regards! From pape-rt at inf.fu-berlin.de Fri Jul 9 08:45:19 2004 From: pape-rt at inf.fu-berlin.de (Dirk Pape) Date: Fri, 09 Jul 2004 14:45:19 +0200 Subject: [rt-users] patches ported from 3.0.11 to 3.2.0 Message-ID: Hello, I have ported most of my RT-patches from 3.0.11 to 3.2. You can browse and download all patches which are active on our site under . These include: - Email threading - hiding global scrips on queues - silently resolving tickets Dirk. From ktm at it.is.rice.edu Fri Jul 9 09:21:45 2004 From: ktm at it.is.rice.edu (Kenneth Marshall) Date: Fri, 9 Jul 2004 08:21:45 -0500 Subject: [rt-users] RT 3.2.0 Results.rdf problem Message-ID: <20040709132145.GA28837@it.is.rice.edu> I am trying to generate the RSS version of a search using the RSS button which appears to call Results.rdf. The Results.tsv for generating a spreadsheet works fine. The RSS ends up saving the actual Results.rdf file instead of the results of the search in XML/RSS format. Has anyone tried this out yet or am I misunderstanding how it is supposed to work? Ken Marshall From lnxgeek at us.ibm.com Fri Jul 9 09:18:38 2004 From: lnxgeek at us.ibm.com (Scott Russell) Date: Fri, 09 Jul 2004 09:18:38 -0400 Subject: [rt-users] LDAP External Auth & Autocreating authenticated users In-Reply-To: <40EE41C4.4080709@uclink.berkeley.edu> References: <40EE41C4.4080709@uclink.berkeley.edu> Message-ID: <40EE9B2E.2070500@us.ibm.com> Mike Patterson wrote: > I finally figured our how to make Apache authenticate against LDAP and > once I got over that hurdle, RT plays very nicely. > > Now that I have this in place there are a few more things I'd like to do. > > Issue 1) > > I would like LDAP authenticated people to have their account > automatically created (e.g. ($WebExternalAuto), including email address > info if possible, (if it didn't already exist), and for those same > people to become priveleged users. I just extended RT to do this here as well. For Web logins create Web_Local.pm in the same location as your Web.pm file (lib/RT/Interface/ for me). You want to extend the WebExternalAutoInfo method from Web.pm to map your LDAP attribs to RT user fields. -- Scott Russell IBM Linux Technology Center From seph at directionless.org Fri Jul 9 10:06:23 2004 From: seph at directionless.org (seph) Date: Fri, 09 Jul 2004 10:06:23 -0400 Subject: [rt-users] Re: LDAP External Auth & Autocreating authenticated users In-Reply-To: <40EE41C4.4080709@uclink.berkeley.edu> (Mike Patterson's message of "Thu, 08 Jul 2004 23:57:08 -0700") References: <40EE41C4.4080709@uclink.berkeley.edu> Message-ID: > I finally figured our how to make Apache authenticate against LDAP and > once I got over that hurdle, RT plays very nicely. so your RT is just using ExternAuth, and apache is doing all the LDAP auth? And everywhere you say "ldap authenticated" you mean web auth? > I would like LDAP authenticated people to have their account > automatically created (e.g. ($WebExternalAuto), including email > address info if possible, (if it didn't already exist), and for those > same people to become priveleged users. Override the WebCanonicalizeInfo function in Interface/Web.pm, I thought it was doc'ed. > - I don't want everyone who sends an email to become a priveleged user > though (just ldap authenticated folks). so, uh, don't set it that way. > - Presumably some of them would already have already sent an email, so > if I let it "autocreate an account" will there be a problem because > their old username was their email address and presumably their new > username would be their uid? yes, I think it would be problem. 2 accounts can't have the same email address. You could make the web auto-create stuff more intelligent, or have the email autocreate stuff more intelligent. > Is there a good way native in RT or am I better off writing my own > custom cron jobs scripts that'll check against our ldap server create > the accounts if they don't exist, strip off @domain.com from username, > elevate to priveleged if not, etc..? I ended up doing both. I didn't a bulk load every couple hours that elevated permissions, and set group membership. (group membership was the real point of my bulk uploads) And had the web autocreate stuff act intelligently. > RT doesn't seem to let me try mysql authentication when the account > doesn't exist in ldap or my password is wrong. I've tried it with > both undef and 1. I haven't had a problem. You'd need to set WebFallbackToInternalAuth to 1 (make sure to stop and start apache), make sure they have an RT password, and make sure apache will let them access it. seph From chrislist at de-punkt.de Fri Jul 9 10:54:56 2004 From: chrislist at de-punkt.de (Christopher Kunz) Date: Fri, 09 Jul 2004 16:54:56 +0200 Subject: [rt-users] Resolving tickets via e-mail Message-ID: <40EEB1C0.60907@de-punkt.de> Hello, is there a possibility to resolve tickets via e-mail, perhaps including an authentication response to avoid spoofing? --ck From jesse at bestpractical.com Fri Jul 9 10:57:13 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 Jul 2004 10:57:13 -0400 Subject: [rt-users] RT 3.2.0 Results.rdf problem In-Reply-To: <20040709132145.GA28837@it.is.rice.edu> References: <20040709132145.GA28837@it.is.rice.edu> Message-ID: <20040709145713.GQ13260@pallas.eruditorum.org> Sounds like you've got your apache configured to do something with .rdf files that takes precedence over the rule to handle all of RT's files the same way. On Fri, Jul 09, 2004 at 08:21:45AM -0500, Kenneth Marshall wrote: > I am trying to generate the RSS version of a search using the > RSS button which appears to call Results.rdf. The Results.tsv > for generating a spreadsheet works fine. The RSS ends up saving > the actual Results.rdf file instead of the results of the search > in XML/RSS format. Has anyone tried this out yet or am I > misunderstanding how it is supposed to work? > > Ken Marshall > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From alexmv at bestpractical.com Fri Jul 9 11:00:40 2004 From: alexmv at bestpractical.com (Alex Vandiver) Date: Fri, 09 Jul 2004 11:00:40 -0400 Subject: [rt-users] RT 3.2.0 Results.rdf problem In-Reply-To: <20040709132145.GA28837@it.is.rice.edu> References: <20040709132145.GA28837@it.is.rice.edu> Message-ID: <1089385240.22515.8.camel@zoq-fot-pik.mit.edu> On Fri, 2004-07-09 at 09:21, Kenneth Marshall wrote: > I am trying to generate the RSS version of a search using the > RSS button which appears to call Results.rdf. The Results.tsv > for generating a spreadsheet works fine. The RSS ends up saving > the actual Results.rdf file instead of the results of the search > in XML/RSS format. Has anyone tried this out yet or am I > misunderstanding how it is supposed to work? Good catch. This will be resolved in RT 3.2.1; if you're in a hurry, the fix is below. - Alex Index: bin/webmux.pl.in =================================================================== --- bin/webmux.pl.in (revision 1193) +++ bin/webmux.pl.in (working copy) @@ -137,8 +137,8 @@ RT::Init(); - # We don't need to handle non-text items - return -1 if defined( $r->content_type ) && $r->content_type !~ m|^text/|io; + # We don't need to handle non-text, non-xml items + return -1 if defined( $r->content_type ) && $r->content_type !~ m!(^text/|\bxml\b)!io; my %session; my $status; Index: html/Search/Results.rdf =================================================================== --- html/Search/Results.rdf (revision 1193) +++ html/Search/Results.rdf (working copy) @@ -2,7 +2,7 @@ my $Tickets = RT::Tickets->new($session{'CurrentUser'}); $Tickets->FromSQL($ARGS{'Query'}); - $r->content_type('xml/rss'); +$r->content_type('application/rdf+xml'); -- Networking -- one letter away from not working From jesse at bestpractical.com Fri Jul 9 11:47:20 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 Jul 2004 11:47:20 -0400 Subject: [rt-users] rt-mailgate permission denied error In-Reply-To: <20040709050454.GH23824@vanilla.office.cyber.com.au> References: <20040709050454.GH23824@vanilla.office.cyber.com.au> Message-ID: <20040709154720.GT13260@pallas.eruditorum.org> Are you perhaps missing a | in your /etc/aliases? On Fri, Jul 09, 2004 at 03:04:54PM +1000, Jens Porup wrote: > > Getting a puzzling errror after setting up mailgate: > > : maildir delivery failed: create /usr/bin/rt-mailgate-3.0 > --queue "Incoming Batch" --action correspond --url > http://webrt_test/tmp/1089348382.P3290.mamet: Permission denied > > there is no /tmp. Never seen it mentioned before! What does it all mean? > > (PS yes I searched the archives but no luck... using RT 3.0.11-1) > > Thanks, > > Jens > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From dimitry.faynerman at hypermediasystems.com Fri Jul 9 12:00:13 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Fri, 9 Jul 2004 09:00:13 -0700 Subject: [rt-users] RE: encoding of the email subject Message-ID: <000001c465cd$d24ded80$2d01140a@DimitryFaynerman> Nobody can help me with that??? -----Original Message----- From: Dimitry Faynerman [mailto:dimitry.faynerman at hypermediasystems.com] Sent: Thursday, July 08, 2004 7:21 AM To: 'rt-users at lists.bestpractical.com' Subject: encoding of the email subject Hello, I wrote a script for sending an email for password retrieval. Since the user is not logged in RT when this email is being sent, I have to do some stuff manually (which normally RT is doing for me). So I use something like this: =============================================================== my $template = RT::Template->new( $self->CurrentUser ); $template->LoadGlobalTemplate('Password Change'); my $parsed = $template->_ParseContent(); my $entity = MIME::Entity->build( From => $from, To => $email, 'X-RT-Loop-Prevention' => $RT::rtname, Type => "text/plain", Charset => "utf-8", Subject => loc("Trouble Ticket New Password"), Data => [$parsed] ); RT::I18N::SetMIMEEntityToEncoding( $entity, $RT::EmailOutputEncoding, 'mime_words_ok' ); open (MAIL, "|$RT::SendmailPath $RT::SendmailArguments") || return(0); print MAIL $entity->as_string; close(MAIL); =============================================================== The problem is that even tough the email body has the correct encoding (shift-jis in my case), the email subject is still broken. I tried many tricks but had no luck. Could anybody tell me what I'm doing wrong? Thanks! Dimitry From murple at murple.net Fri Jul 9 12:36:27 2004 From: murple at murple.net (Craig Schenk) Date: Fri, 9 Jul 2004 12:36:27 -0400 Subject: [rt-users] Odd error in logs - user complaints Message-ID: <20040709123627.2520d0f5.murple@murple.net> Seeing these in my Apache logs, not sure what the cause is. Anybody seen this before? Users are reporting "stuff is broken" but cant give details. Running RT 3.0.10 on RedHat with Apache 1.3.29, Perl 5.8.3, FreezeThaw 0.43. [error]: Do not know how to thaw data with code `F' at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/FreezeThaw.pm line 542 FreezeThaw::thawScalar(0) called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/FreezeThaw.pm line 679 FreezeThaw::thaw('FrT') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 898 eval {...} called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 897 RT::Tickets::ThawLimits('RT::Tickets=HASH(0xa41a5a4)','FrT') called at /opt/rt3/lib/RT/Interface/Web.pm line 602 HTML::Mason::Commands::ProcessSearchQuery('ARGS','HASH(0x97885b4)') called at /opt/rt3/share/html/Search/Listing.html line 101 HTML::Mason::Commands::__ANON__('Bookmark','FrT','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Owner$1|=$2|10%8|$11|DESCRIPTION$5|FIEL D$8|OPERATOR...','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Owner$1|=$2|10%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...','Bookmark','FrT') calle d at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9695928)','Bookmark','FrT','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Owner$1|=$2|10%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Owner$1|=$2|10%8|$11|DESCRIPTIO N$5|FIELD$8|OPERATOR...','Bookmark','FrT',...) called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Request.pm line 1074 eval {...} called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp('undef','undef','Bookmark','FrT','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Owner$1|=$2|10%8|$11|DESCRIP TION$5|FIELD$8|OPERATOR...','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Owner$1|=$2|10%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...','Bookmark',. ..) called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa3a22d4)','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Ow ner$1|=$2|10%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...','Bookmark','FrT') called at /opt/rt3/share/html/autohandler line 196 HTML::Mason::Commands::__ANON__('Bookmark','FrT','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Owner$1|=$2|10%8|$11|DESCRIPTION$5|FIEL D$8|OPERATOR...') called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x950ba38)','Bookmark','FrT','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Owner$1|=$2|10%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...') called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Request.pm line 1069 eval {...} called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp('undef','undef','undef','Bookmark','FrT','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Owner$1|=$2|10%8|$11 |DESCRIPTION$5|FIELD$8|OPERATOR...') called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Request.pm line 338 eval {...} called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Request.pm line 338 eval {...} called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa3a22d4)') called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 134 eval {...} called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa3a22d4)') called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Apache Handler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9279430)','Apache=SCALAR(0xa44d2c8)') called at /opt/rt3/bin/webmux.pl line 138 eval {...} called at /opt/rt3/bin/webmux.pl line 138 RT::Mason::handler('Apache=SCALAR(0xa44d2c8)') called at /dev/null line 0 eval {...} called at /dev/null line 0 Stack: [/usr/local/perl-5.8.3/lib/5.8.3/Carp.pm:192] [/usr/local/perl-5.8.3/lib/site_perl/5.8.3/FreezeThaw.pm:542] [/usr/local/perl-5.8.3/lib/site_perl/5.8.3/FreezeThaw.pm:679] [/opt/rt3/lib/RT/Tickets_Overlay.pm:898] [/opt/rt3/lib/RT/Interface/Web.pm:602] [/opt/rt3/share/html/Search/Listing.html:101] [/opt/rt3/share/html/autohandler:196] (/opt/rt3/lib/RT/Tickets_Overlay.pm:902) From jesse at bestpractical.com Fri Jul 9 12:39:45 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 Jul 2004 12:39:45 -0400 Subject: [rt-users] Odd error in logs - user complaints In-Reply-To: <20040709123627.2520d0f5.murple@murple.net> References: <20040709123627.2520d0f5.murple@murple.net> Message-ID: <20040709163944.GU13260@pallas.eruditorum.org> On Fri, Jul 09, 2004 at 12:36:27PM -0400, Craig Schenk wrote: > Seeing these in my Apache logs, not sure what the cause is. Anybody seen this > before? Users are reporting "stuff is broken" but cant give details. > > Running RT 3.0.10 on RedHat with Apache 1.3.29, Perl 5.8.3, FreezeThaw 0.43. Can you reproduce this with 3.0.11? > > [error]: Do not know how to thaw data with code `F' at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/FreezeThaw.pm line 542 > FreezeThaw::thawScalar(0) called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/FreezeThaw.pm line 679 > FreezeThaw::thaw('FrT') called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 898 > eval {...} called at /opt/rt3/lib/RT/Tickets_Overlay.pm line 897 > RT::Tickets::ThawLimits('RT::Tickets=HASH(0xa41a5a4)','FrT') called at /opt/rt3/lib/RT/Interface/Web.pm line 602 > HTML::Mason::Commands::ProcessSearchQuery('ARGS','HASH(0x97885b4)') called at /opt/rt3/share/html/Search/Listing.html line 101 > HTML::Mason::Commands::__ANON__('Bookmark','FrT','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Owner$1|=$2|10%8|$11|DESCRIPTION$5|FIEL > D$8|OPERATOR...','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Owner$1|=$2|10%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...','Bookmark','FrT') calle > d at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x9695928)','Bookmark','FrT','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' > Nobody$5|Owner$1|=$2|10%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Owner$1|=$2|10%8|$11|DESCRIPTIO > N$5|FIELD$8|OPERATOR...','Bookmark','FrT',...) called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Request.pm line 1074 > eval {...} called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp('undef','undef','Bookmark','FrT','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Owner$1|=$2|10%8|$11|DESCRIP > TION$5|FIELD$8|OPERATOR...','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Owner$1|=$2|10%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...','Bookmark',. > ..) called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Request.pm line 760 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0xa3a22d4)','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Ow > ner$1|=$2|10%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...','Bookmark','FrT') called at /opt/rt3/share/html/autohandler line 196 > HTML::Mason::Commands::__ANON__('Bookmark','FrT','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Owner$1|=$2|10%8|$11|DESCRIPTION$5|FIEL > D$8|OPERATOR...') called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x950ba38)','Bookmark','FrT','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' > Nobody$5|Owner$1|=$2|10%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...') called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Request.pm line 1069 > eval {...} called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp('undef','undef','undef','Bookmark','FrT','@2|%8|$2|10$2|11$1|8$1|9%8|$11|DESCRIPTION$5|FIELD$8|OPERATOR...',' Nobody$5|Owner$1|=$2|10%8|$11 > |DESCRIPTION$5|FIELD$8|OPERATOR...') called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Request.pm line 338 > eval {...} called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Request.pm line 338 > eval {...} called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Request.pm line 297 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa3a22d4)') called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line > 134 > eval {...} called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/ApacheHandler.pm line 134 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0xa3a22d4)') called at /usr/local/perl-5.8.3/lib/site_perl/5.8.3/HTML/Mason/Apache > Handler.pm line 792 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x9279430)','Apache=SCALAR(0xa44d2c8)') called at /opt/rt3/bin/webmux.pl line 138 > eval {...} called at /opt/rt3/bin/webmux.pl line 138 > RT::Mason::handler('Apache=SCALAR(0xa44d2c8)') called at /dev/null line 0 > eval {...} called at /dev/null line 0 > > Stack: > [/usr/local/perl-5.8.3/lib/5.8.3/Carp.pm:192] > [/usr/local/perl-5.8.3/lib/site_perl/5.8.3/FreezeThaw.pm:542] > [/usr/local/perl-5.8.3/lib/site_perl/5.8.3/FreezeThaw.pm:679] > [/opt/rt3/lib/RT/Tickets_Overlay.pm:898] > [/opt/rt3/lib/RT/Interface/Web.pm:602] > [/opt/rt3/share/html/Search/Listing.html:101] > [/opt/rt3/share/html/autohandler:196] > (/opt/rt3/lib/RT/Tickets_Overlay.pm:902) > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From bam at miranda.org Fri Jul 9 13:01:37 2004 From: bam at miranda.org (Bret Martin) Date: Fri, 09 Jul 2004 13:01:37 -0400 Subject: [rt-users] How do you use Queues? Message-ID: <14793.1089392497@anasazi.miranda.org> I'm curious to know how others use Queues. It was a bit hard to do a comprehensive search on this somewhat vague subject in the list archives, but from what I gather from the searches I did, there seem to be three basic models that are widely used: 1. one queue per entity receiving service (think "customer") 2. one queue per entity providing service (think groups like like "IT", "engineering", "sales", "marketing") 3. one queue per general type of work (think "desktop support", "web design", etc.) Have I missed any other ways of thinking about it? Has anyone used one of these, realized it was wrong, and switched? Anyone have thoughts on what makes it appropriate to use one model versus another? Obviously #2 and #3 are similar since often groups are formed around work types like "desktop support", "network operations", and so forth -- but they sort of come at queue naming from a different direction. --Bret From jalgermissen at topicmapping.com Fri Jul 9 13:07:52 2004 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Fri, 09 Jul 2004 19:07:52 +0200 Subject: [rt-users] How do you use Queues? References: <14793.1089392497@anasazi.miranda.org> Message-ID: <40EED0E8.22CED364@topicmapping.com> Hi Bret-- I am successfully doing this: - use queues for categorizing tickets - use ownership for responsibility control - use groups for access control HTH, Jan Bret Martin wrote: > > I'm curious to know how others use Queues. It was a bit hard to do a > comprehensive search on this somewhat vague subject in the list > archives, but from what I gather from the searches I did, there seem to > be three basic models that are widely used: > > 1. one queue per entity receiving service (think "customer") > > 2. one queue per entity providing service (think groups like > like "IT", "engineering", "sales", "marketing") > > 3. one queue per general type of work (think "desktop support", > "web design", etc.) > > Have I missed any other ways of thinking about it? Has anyone used one > of these, realized it was wrong, and switched? Anyone have thoughts on > what makes it appropriate to use one model versus another? > > Obviously #2 and #3 are similar since often groups are formed around > work types like "desktop support", "network operations", and so forth > -- but they sort of come at queue naming from a different direction. > > --Bret > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org From BrettB at hkusa.com Fri Jul 9 13:11:36 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Fri, 9 Jul 2004 12:11:36 -0500 Subject: [rt-users] How do you use Queues? Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA09CB@EXCHANGE4> We've done several different types. At first, we used one queue per group with custom fields to seperate types of requests. Think HelpDesk with a Custom field for Computer problem or Network Issue But we changed that to an initial Queue of Help Desk with seperate queues for each type of problem. One person or group sorts through new tickets in Help Desk and places them in the appropriate sub-queue (or creates tickets in those queues referring back to initial ticket) This can be very useful for a number of reason. Perhaps 1 Help Desk ticket requires action from various departments. For example: New Employee 1 ticket in Hardware request to purchase or prepare computer 1 ticket in Software request to purchase appropriate licenses 1 ticket in network to make the employee login 1 ticket in Office Manager queue to find office space and outfit etc etc Makes it very easy to keep track of what needs to be done and who needs to do it. Brett Barnhart > -----Original Message----- > From: Bret Martin [mailto:bam at miranda.org] > Sent: Friday, July 09, 2004 12:02 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] How do you use Queues? > > > I'm curious to know how others use Queues. It was a bit hard to do a > comprehensive search on this somewhat vague subject in the list > archives, but from what I gather from the searches I did, > there seem to > be three basic models that are widely used: > > 1. one queue per entity receiving service (think "customer") > > 2. one queue per entity providing service (think groups like > like "IT", "engineering", "sales", "marketing") > > 3. one queue per general type of work (think "desktop support", > "web design", etc.) > > Have I missed any other ways of thinking about it? Has > anyone used one > of these, realized it was wrong, and switched? Anyone have > thoughts on > what makes it appropriate to use one model versus another? > > Obviously #2 and #3 are similar since often groups are formed around > work types like "desktop support", "network operations", and so forth > -- but they sort of come at queue naming from a different direction. > > --Bret > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From bam at miranda.org Fri Jul 9 13:35:13 2004 From: bam at miranda.org (Bret Martin) Date: Fri, 09 Jul 2004 13:35:13 -0400 Subject: [rt-users] How do you use Queues? In-Reply-To: Message from Jan Algermissen of "Fri, 09 Jul 2004 19:07:52 +0200." <40EED0E8.22CED364@topicmapping.com> Message-ID: <15297.1089394513@anasazi.miranda.org> On Fri, 09 Jul 2004 19:07:52 +0200 Jan Algermissen wrote: > I am successfully doing this: > > - use queues for categorizing tickets > - use ownership for responsibility control > - use groups for access control The latter two are clear. By "categorizing", do you mean by type of work? If you have a chance, can you give some examples? --Bret From hegbloom at pdx.edu Fri Jul 9 13:39:44 2004 From: hegbloom at pdx.edu (Karl Hegbloom) Date: Fri, 09 Jul 2004 10:39:44 -0700 Subject: [rt-users] How do you use Queues? In-Reply-To: <15297.1089394513@anasazi.miranda.org> References: <15297.1089394513@anasazi.miranda.org> Message-ID: <1089394784.17576.8.camel@bittersweet.localnet> On Fri, 2004-07-09 at 13:35 -0400, Bret Martin wrote: > On Fri, 09 Jul 2004 19:07:52 +0200 Jan Algermissen wrote: > > I am successfully doing this: > > > > - use queues for categorizing tickets > > - use ownership for responsibility control > > - use groups for access control > > The latter two are clear. By "categorizing", do you mean by type of > work? If you have a chance, can you give some examples? Perhaps queues are for coarse grained categorization, and custom variables are for finer grained, so that searches that don't cross queues can filter out what you want to find? -- Karl Hegbloom From caleb at earnware.com Fri Jul 9 14:01:19 2004 From: caleb at earnware.com (Caleb) Date: Fri, 9 Jul 2004 11:01:19 -0700 Subject: [rt-users] Ticket History Format with CC Header Message-ID: <292250-2200475918119701@earnware.com> ----------------- Original message ----------------- From: "Sebastian Flothow" To: "Jonathan Chen" CC: "rt-users" Date: 7/8/2004 2:13:29 PM Subject: Re: [rt-users] Ticket History Format with CC Header Am 8. Jul 2004 um 18:45 Uhr schrieb Jonathan Chen: > # Default width: 72 > Set($MessageBoxWidth , 72); > > # Default wrapping: "HARD" (choices "SOFT", "HARD") > Set($MessageBoxWrap, "HARD"); This affects text input boxes, not display. Sebastian I have a question on this then. I am attempting to set up wraping for RTFM but I can seem to get this to work for those text boxes. As it is right now when you create a new article it just spans way off to the right. Is there a file somewhere that I need to edit to get this to wrap correctly? I am currently using RT 3.0.11-1 (on Debian) and RTFM 2.0.3-1 From david.falkenburger at rbc.com Fri Jul 9 14:28:47 2004 From: david.falkenburger at rbc.com (david.falkenburger at rbc.com) Date: Fri, 9 Jul 2004 14:28:47 -0400 Subject: [rt-users] lastupdate link Message-ID: <1AA4003F8D264140917F84EDBF6ED8590B295F@sew01063.maple.fg.rbc.com> I noticed that the "updated" field is an anchor link to #lasttrans that should take you to the last transaction on the page. I don't believe the html tags are generated correctly by the code. The anchor is not part of the table, so it ends up being at the top of the history table, rather than at the bottom, where it should be. I am using 3.0.11, I think it is still the case with 3.2.0. Is it broken, or is it just me and IE. Thanks. Dave ------------------------------------------------------------This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier ?lectronique est confidentiel et prot?g?. L'exp?diteur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) d?sign?(s) est interdite. Si vous recevez ce courrier ?lectronique par erreur, veuillez m'en aviser imm?diatement, par retour de courrier ?lectronique ou par un autre moyen. ============================================================ -------------- next part -------------- An HTML attachment was scrubbed... URL: From charon at cyc.com Fri Jul 9 15:27:50 2004 From: charon at cyc.com (Charles Smith) Date: Fri, 09 Jul 2004 14:27:50 -0500 Subject: [rt-users] How do you use Queues? In-Reply-To: <14793.1089392497@anasazi.miranda.org> References: <14793.1089392497@anasazi.miranda.org> Message-ID: <1089401270.20240.47.camel@acheron.cyc.com> On Fri, 2004-07-09 at 12:01, Bret Martin wrote: > I'm curious to know how others use Queues. It was a bit hard to do a > comprehensive search on this somewhat vague subject in the list > archives, but from what I gather from the searches I did, there seem to > be three basic models that are widely used: We are a small SysAdmin team, and we use them for categorizing tickets on multiple levels. First, we have an "Incoming" queue, where all new tickets to us go. Since users tend not to be trustworthy of placing a ticket in the right queue themselves, we watch the incoming queue and put each ticket in the right place. Next we have queues based on the type of work to be done. More specifically, for the timeline they need to be done in. We have a general queue, where most open tickets go (Deadline: ASAP), one for scheduled new hires (A Specific Date), one for projects (Things people want but don't need) and so on. Then, we have additional queues for other groups in the company who take requests. For instance, we have a group who builds executables of our software for various platforms, so we set up an alias to create them a ticket in a "Builds" queue, which only they can see, rather than people just emailing them. We of course further categorize tickets with several custom fields, too. But mostly we use queues so we can look at a glance and see what needs to be done now, or in a week, and if I'm busy which ones can I ignore? -Charles From m-liebman at northwestern.edu Fri Jul 9 15:56:35 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Fri, 9 Jul 2004 15:56:35 -0400 Subject: [rt-users] Comment/Correspondence Headers from WebUI Message-ID: <20040709195635.GA9924@SDF.LONESTAR.ORG> I'm noticing something slightly odd since upgrading to RT 3.2.0. When displaying full headers in the Web UI, the headers for a comment or reply will look like: MIME-Version: 1.0 Content-Type: text/plain; charset="utf8" X-Mailer: MIME-tools 5.411 (Entity 5.404) Content-Disposition: inline Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 X-RT-Original-Encoding: utf-8RT-Send-CC: Content-Length: 31 Note the second X-RT-Original-Encoding line and the absence of RT-Send-BCC:. Looking at the headers directly in the database, everything looks normal: mysql> select Headers from Attachments where TransactionId=1955\G *************************** 1. row *************************** Headers: MIME-Version: 1.0 Content-Type: text/plain; charset="utf8" X-Mailer: MIME-tools 5.411 (Entity 5.404) Content-Disposition: inline Content-Transfer-Encoding: binary X-RT-Original-Encoding: utf-8 X-RT-Original-Encoding: utf-8 RT-Send-CC: RT-Send-BCC: Content-Length: 31 This doesn't seem to be actually affecting anything other than display. My best guess is something is going wrong in /Ticket/Elements/ShowMessageHeaders or /Ticket/Elements/ShowTransactionAttachments when it tried so localize the headers, but that's as far as I'm getting in diagnosing. Is this a real (non-critical) bug or am I missing something obvious? Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From jesse at bestpractical.com Fri Jul 9 16:01:14 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 Jul 2004 16:01:14 -0400 Subject: [rt-users] Comment/Correspondence Headers from WebUI In-Reply-To: <20040709195635.GA9924@SDF.LONESTAR.ORG> References: <20040709195635.GA9924@SDF.LONESTAR.ORG> Message-ID: <20040709200114.GE13260@pallas.eruditorum.org> On Fri, Jul 09, 2004 at 03:56:35PM -0400, Michael S. Liebman wrote: > I'm noticing something slightly odd since upgrading to RT 3.2.0. When > displaying full headers in the Web UI, the headers for a comment or > reply will look like: > > Note the second X-RT-Original-Encoding line and the absence of > RT-Send-BCC:. I'm still not quite sure why we're double-encoding. But yeah, RT doesn't display RT-Send-Bcc headers on the theory that they're...blind carbon copies. Of course, RT does record the information internally, so it's not gone forever. > > Looking at the headers directly in the database, everything looks normal: > > mysql> select Headers from Attachments where TransactionId=1955\G > *************************** 1. row *************************** > Headers: MIME-Version: 1.0 > Content-Type: text/plain; charset="utf8" > X-Mailer: MIME-tools 5.411 (Entity 5.404) > Content-Disposition: inline > Content-Transfer-Encoding: binary > X-RT-Original-Encoding: utf-8 > X-RT-Original-Encoding: utf-8 > RT-Send-CC: > RT-Send-BCC: > Content-Length: 31 > > This doesn't seem to be actually affecting anything other than > display. My best guess is something is going wrong in > /Ticket/Elements/ShowMessageHeaders or > /Ticket/Elements/ShowTransactionAttachments when it tried so localize > the headers, but that's as far as I'm getting in diagnosing. > > Is this a real (non-critical) bug or am I missing something obvious? > > Michael > -- > Michael S. Liebman m-liebman at northwestern.edu > http://msl521.freeshell.org/ > "I have vision and the rest of the world wears bifocals." > -Paul Newman in "Butch Cassidy & the Sundance Kid" > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From nhuisman-rtmail3704 at emailservice.com Fri Jul 9 16:04:59 2004 From: nhuisman-rtmail3704 at emailservice.com (nhuisman-rtmail3704 at emailservice.com) Date: Fri, 09 Jul 2004 13:04:59 -0700 Subject: [rt-users] How Do I create Timed Scrips? Message-ID: <20040709200436.4D44484C031@pallas.eruditorum.org> Hi All, I'm interested in creating a scrip that activates based on some time. For example a scrip that activates and sends a user an update on their ticket every 48 hours. I have seen an example on fsck that used the crontab module to send different messages back to the user based on the time of day but couldn't see how to extend that into something that actually sends out emails every X hours to the user for their ticket. Please let me know if this is possible, Thanks Nathan From m-liebman at northwestern.edu Fri Jul 9 16:15:51 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Fri, 9 Jul 2004 16:15:51 -0400 Subject: [rt-users] Comment/Correspondence Headers from WebUI In-Reply-To: <20040709200114.GE13260@pallas.eruditorum.org> References: <20040709195635.GA9924@SDF.LONESTAR.ORG> <20040709200114.GE13260@pallas.eruditorum.org> Message-ID: <20040709201551.GB9924@SDF.LONESTAR.ORG> On Fri, Jul 09, 2004 at 04:01:14PM -0400, Jesse Vincent wrote: > > > > On Fri, Jul 09, 2004 at 03:56:35PM -0400, Michael S. Liebman wrote: > > I'm noticing something slightly odd since upgrading to RT 3.2.0. When > > displaying full headers in the Web UI, the headers for a comment or > > reply will look like: > > > > Note the second X-RT-Original-Encoding line and the absence of > > RT-Send-BCC:. > > I'm still not quite sure why we're double-encoding. It seems like email originating correspondence doesn't double encode. The issue I was commenting on more in this go was why the RT-Send-CC: is tacked onto the end of the second encoding line. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From jesse at bestpractical.com Fri Jul 9 16:19:02 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Fri, 9 Jul 2004 16:19:02 -0400 Subject: [rt-users] Comment/Correspondence Headers from WebUI In-Reply-To: <20040709201551.GB9924@SDF.LONESTAR.ORG> References: <20040709195635.GA9924@SDF.LONESTAR.ORG> <20040709200114.GE13260@pallas.eruditorum.org> <20040709201551.GB9924@SDF.LONESTAR.ORG> Message-ID: <20040709201902.GG13260@pallas.eruditorum.org> > It seems like email originating correspondence doesn't double encode. Ok. That might be enough of a hint to find it. > The issue I was commenting on more in this go was why the RT-Send-CC: > is tacked onto the end of the second encoding line. Is it always the same? I wonder if that's an artifact of how we're removing the rt-send-bcc: header. lib/RT/Attachment_Overlay.pm is likely where you want to start looking. > Michael > -- > Michael S. Liebman m-liebman at northwestern.edu > http://msl521.freeshell.org/ > "I have vision and the rest of the world wears bifocals." > -Paul Newman in "Butch Cassidy & the Sundance Kid" -- From m-liebman at northwestern.edu Fri Jul 9 16:29:15 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Fri, 9 Jul 2004 16:29:15 -0400 Subject: [rt-users] Comment/Correspondence Headers from WebUI In-Reply-To: <20040709201902.GG13260@pallas.eruditorum.org> References: <20040709195635.GA9924@SDF.LONESTAR.ORG> <20040709200114.GE13260@pallas.eruditorum.org> <20040709201551.GB9924@SDF.LONESTAR.ORG> <20040709201902.GG13260@pallas.eruditorum.org> Message-ID: <20040709202915.GA12346@SDF.LONESTAR.ORG> On Fri, Jul 09, 2004 at 04:19:02PM -0400, Jesse Vincent wrote: > > The issue I was commenting on more in this go was why the RT-Send-CC: > > is tacked onto the end of the second encoding line. > > Is it always the same? Yup. > I wonder if that's an artifact of how we're > removing the rt-send-bcc: header. lib/RT/Attachment_Overlay.pm is > likely where you want to start looking. If that's where the problem is, it's not making sense why there is a problem. :/ Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From bam at miranda.org Fri Jul 9 16:31:23 2004 From: bam at miranda.org (Bret Martin) Date: Fri, 09 Jul 2004 16:31:23 -0400 Subject: [rt-users] Comment/Correspondence Headers from WebUI In-Reply-To: Message from Jesse Vincent of "Fri, 09 Jul 2004 16:19:02 -0400." <20040709201902.GG13260@pallas.eruditorum.org> Message-ID: <17136.1089405083@anasazi.miranda.org> On Fri, 09 Jul 2004 16:19:02 EDT Jesse Vincent wrote: > Is it always the same? I wonder if that's an artifact of how we're > removing the rt-send-bcc: header. lib/RT/Attachment_Overlay.pm is > likely where you want to start looking. I can confirm that it's happening here too -- and it appears to be consistent for comments or correspondence submitted via the web UI (as previously mentioned, not for ones submitted by mail). --Bret From jschuur at igngamespy.com Fri Jul 9 16:24:12 2004 From: jschuur at igngamespy.com (Joost Schuur) Date: Fri, 9 Jul 2004 13:24:12 -0700 Subject: [rt-users] Identifying tickets that have seen a requestor response Message-ID: I'm trying to identify the best process to differentiate between open tickets that need a response, and those that are awaiting further info from the requestor before the support people need to worry about them again. So far, I've only identified 2 options, none of which I'm too happy with: 1) Sort by 'Last contact' 2) Manually set them to 'stalled' whenever they're responded to and then set them back to 'open' when they see another correspondence. Of course, the obvious option is to just email responses to tickets to admins, and use that as a notification when an update is available. But what if I just wanted to use the web interface for a simple overview of 'tickets that need responses', without consulting a set of emails? What I'd really like if a little 'new' tag or to highlight in bold those tickets that require user attention. Has this been done in a custom addon? I'm running RT 3.0.11. Related, if I wanted to manupilate the status of a ticket during correspodence, can this be done in custom actions? Something like 'On Correspondence (if status is 'new' then set status to 'open')), Joost Schuur, Developer Support Manager, IGN Entertainment jschuur at igngamespy.com, tel: (949) 798 4228, cell: (949) 923 0074 Publisher and Developer Services, http://www.poweredbygamespy.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From BrettB at hkusa.com Fri Jul 9 17:19:03 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Fri, 9 Jul 2004 16:19:03 -0500 Subject: [rt-users] Identifying tickets that have seen a requestor res ponse Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA09D6@EXCHANGE4> You can set them to stalled and create a scrip to open on correspondance. Then, when someone replies, it will reopen.... -----Original Message----- From: Joost Schuur [mailto:jschuur at igngamespy.com] Sent: Friday, July 09, 2004 3:24 PM To: 'rt-users at lists.bestpractical.com' Subject: [rt-users] Identifying tickets that have seen a requestor response I'm trying to identify the best process to differentiate between open tickets that need a response, and those that are awaiting further info from the requestor before the support people need to worry about them again. So far, I've only identified 2 options, none of which I'm too happy with: 1) Sort by 'Last contact' 2) Manually set them to 'stalled' whenever they're responded to and then set them back to 'open' when they see another correspondence. Of course, the obvious option is to just email responses to tickets to admins, and use that as a notification when an update is available. But what if I just wanted to use the web interface for a simple overview of 'tickets that need responses', without consulting a set of emails? What I'd really like if a little 'new' tag or to highlight in bold those tickets that require user attention. Has this been done in a custom addon? I'm running RT 3.0.11. Related, if I wanted to manupilate the status of a ticket during correspodence, can this be done in custom actions? Something like 'On Correspondence (if status is 'new' then set status to 'open')), Joost Schuur, Developer Support Manager, IGN Entertainment jschuur at igngamespy.com, tel: (949) 798 4228, cell: (949) 923 0074 Publisher and Developer Services, http://www.poweredbygamespy.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From crazypheel at hotmail.com Fri Jul 9 17:35:32 2004 From: crazypheel at hotmail.com (Philip Shon) Date: Fri, 9 Jul 2004 16:35:32 -0500 Subject: [rt-users] Purpose of Prepare()? Message-ID: What is the purpose of the Prepare() of the Action Scripts. It seems to me that it's just another check before any action occurs. So why not have just two parts, a Condition and a Commit? Is there any special abilities that Prepare() has? -Phil From crazypheel at hotmail.com Fri Jul 9 17:34:23 2004 From: crazypheel at hotmail.com (Philip Shon) Date: Fri, 9 Jul 2004 16:34:23 -0500 Subject: [rt-users] What is in the $m? Message-ID: In the HTML mason files, what object is inside the $m? I see thing coming out of it such as: $m->out(); $m->comp(); $m->callers(); It shows up in /share/html/autohandler a lot, along with many many other files. -Philip Shon From steve at n2sw.com Fri Jul 9 17:31:04 2004 From: steve at n2sw.com (Steve Rieger) Date: Fri, 9 Jul 2004 17:31:04 -0400 Subject: [rt-users] RT on solaris9 Message-ID: <20040709213107.ESPU18566.out011.verizon.net@stacy> Am looking for somebody that installed on solaris9 need a few pointers, Also on freebd 4.9 in ports I get an error stating that perl >5.6.1 is needed and I did install 5.8.2, -------------- next part -------------- An HTML attachment was scrubbed... URL: From bobg at uic.edu Fri Jul 9 17:48:28 2004 From: bobg at uic.edu (Bob Goldstein) Date: Fri, 09 Jul 2004 16:48:28 -0500 Subject: [rt-users] What is in the $m? In-Reply-To: Your message of "Fri, 09 Jul 2004 16:34:23 CDT." Message-ID: <200407092148.i69LmSPb013881@shark.cc.uic.edu> >In the HTML mason files, what object is inside the $m? Mason Request Object. You should see Mason docs, or the OReilly book on Mason. Mason can be a complicated beast. bobg > >I see thing coming out of it such as: >$m->out(); >$m->comp(); >$m->callers(); > >It shows up in /share/html/autohandler a lot, along with many many other >files. > >-Philip Shon >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > >!DSPAM:40ef117a138141362643797! > > From data2 at cablespeed.com Fri Jul 9 17:58:14 2004 From: data2 at cablespeed.com (Jon Krause) Date: Fri, 9 Jul 2004 17:58:14 -0400 Subject: [rt-users] RT on solaris9 References: <20040709213107.ESPU18566.out011.verizon.net@stacy> Message-ID: <093a01c465ff$d5998350$05dc3818@mdm2205> :Am looking for somebody that installed on solaris9 need a few pointers, : :Also on freebd 4.9 in ports I get an error stating that perl >5.6.1 is :needed and I did install 5.8.2, No comment on solaris9. On FreeBSD 4.9, <$use.perl port> after installing perl 5.8.2 FreeBSD 4.* uses the default perl version that comes with the install. FreeBSD 5.* requires a manual install of perl, so the version is up to the user. Best, Jon _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From supajstep at yahoo.com Sat Jul 10 00:26:33 2004 From: supajstep at yahoo.com (Jamel Stephens) Date: Fri, 9 Jul 2004 21:26:33 -0700 (PDT) Subject: [rt-users] Issues with LWP Message-ID: <20040710042633.1572.qmail@web14005.mail.yahoo.com> I also ran into the same problem installing Apache 1.3.31 with mod_perl on Slackware 10. Here's how I resolved the issue. Basically, an array (of eight websites) is used in the live/apache-listing.t script to test the LWP installation. The fifth site: "http://gump.covalent.net/jars/?C=N&O=D" is unreachable so the test fails. To fix things, you'll have to remove this line from the array in the live/apache-listing.t script and manually build LWP (libwww-perl). You can find apache-listing.t in your CPAN build directory (usually in ~/.cpan/build or /tmp/.cpan/build). Once you are in .cpan/build, cd into the libwww-perl-5.XX/t/live directory and you'll see the file. After you make the changes, cd back into the libwww-perl-5.XX directory and run: perl Makefile.PL make make test make install That should do it! Jay (p.s. Don't try to install LWP using CPAN. It will download a new copy of the module and you will lose the changes.) __________________________________ Do you Yahoo!? New and Improved Yahoo! Mail - 100MB free storage! http://promotions.yahoo.com/new_mail From bwc_lr1 at easy48.com Fri Jul 9 22:51:50 2004 From: bwc_lr1 at easy48.com (Lee Roth) Date: Fri, 09 Jul 2004 22:51:50 -0400 Subject: [rt-users] Running RT without outbound emails? Message-ID: <6.0.3.0.0.20040709223705.034b7c18@wgexc2.bwcad.ad.bwc.state.oh.us> I know this sounds like a crazy request, but for now I need to run RT without any emails being sent out. What's the best way to do this? Change scrips? I'm new to RT and have just now got it running on RedHat9 with Postgresql. I need a private ticketing system for use among a group of 4 unix sysadmins that (for now) is web-access only. We want to use RT because we want to have total control, flexibility, etc. and don't want to use the big, bloated, icky, rigid ticketing system that would be forced upon us (turf wars, politics, etc.) if it was discovered that we wanted to now use a ticketing system in our group. BTW, RT sure looks great! Thanks, Lee From bobg at uic.edu Sat Jul 10 10:47:02 2004 From: bobg at uic.edu (Bob Goldstein) Date: Sat, 10 Jul 2004 09:47:02 -0500 Subject: [rt-users] Running RT without outbound emails? In-Reply-To: Your message of "Fri, 09 Jul 2004 22:51:50 EDT." <6.0.3.0.0.20040709223705.034b7c18@wgexc2.bwcad.ad.bwc.state.oh.us> Message-ID: <200407101447.i6AEl3wE016417@shark.cc.uic.edu> You can turn off all the scrips that send email. Or maybe leave those scrips that send email to the sysadmins, if you don't want to check the web page as often. RT is quite flexible this way. bobg >I know this sounds like a crazy request, but for now I need to run RT >without any emails being sent out. What's the best way to do >this? Change scrips? I'm new to RT and have just now got it running >on RedHat9 with Postgresql. > >I need a private ticketing system for use among a group of 4 unix sysadmins >that (for now) is web-access only. We want to use RT because we >want to have total control, flexibility, etc. and don't want to use the >big, bloated, >icky, rigid ticketing system that would be forced upon us (turf wars, >politics, etc.) >if it was discovered that we wanted to now use a ticketing system in our group >. > >BTW, RT sure looks great! > >Thanks, > >Lee > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > >!DSPAM:40eff9ec162972133979972! > > From linux at trusoft.co.za Sat Jul 10 12:46:07 2004 From: linux at trusoft.co.za (Andre Truter) Date: Sat, 10 Jul 2004 18:46:07 +0200 Subject: [rt-users] Weird error loading pages Message-ID: <1089477967.26319.27.camel@obelix.trusoft.co.za> RT 3.0.10 Fedora Core1 Postgres DB Apache 2 RT installed with yum. A problem pops up intermittently. When you click on a link, you get a message that the page is not available or only part of the page loads. Then, if you refresh the page, everything displays correct. When this happens, the following error is seen in the Apache error log: Not a HASH reference at /usr/lib/perl5/site_perl/5.8.0/DBIx/Searchbuilder/Record.pm line920.\n referrer: http://192.168.0.175/issues Any idea what is causing this? Thanks -- Andre Truter Software Engineer Registered Linux user #185282 ICQ #40935899 AIM: trusoftzaf http://www.trusoft.co.za ~ A dinosaur is a salamander designed to Mil Spec ~ From michael-list at i4u.com.au Sun Jul 11 05:47:32 2004 From: michael-list at i4u.com.au (michael-list) Date: Sun, 11 Jul 2004 19:47:32 +1000 Subject: [rt-users] rt2 config Message-ID: <02a101c4672c$16bbb9c0$0200a8c0@family> Just upgraded to rt2, Finished the install and data import from rt1, brings up login page, i can authenticate but get following error, I'm pretty sure its one of my installed modules, To me it looks like a mason error, I can log into the Admin area with no problems.just wondering if anyone can help me out thanks all michael this is the Nice error: error: Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889. context: ... 885: $seen_aliases{$join} = 1; 886: } 887: else { 888: push ( @keys, $join ); 889: die "Unsatisfied dependency chain in Joins @keys" 890: if $seen{"@keys"}++; 891: } 892: 893: } ... code stack: /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm:889 /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:316 /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:109 /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:400 /opt/rt2/lib/RT/Tickets.pm:996 /opt/rt2/WebRT/html/Elements/MyRequests:11 /opt/rt2/WebRT/html/index.html:9 /opt/rt2/WebRT/html/autohandler:58 And the raw error: Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889. Trace begun at /usr/local/share/perl/5.8.4/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889.^J') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889 DBIx::SearchBuilder::Handle::_BuildJoins('RT::Handle=HASH(0x82601e4)', 'RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 316 DBIx::SearchBuilder::_BuildJoins('RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 109 DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 400 DBIx::SearchBuilder::Next('RT::Tickets=HASH(0x904b048)') called at /opt/rt2/lib/RT/Tickets.pm line 996 RT::Tickets::Next('RT::Tickets=HASH(0x904b048)') called at /opt/rt2/WebRT/html/Elements/MyRequests line 11 HTML::Mason::Commands::__ANON__ at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x902ce0c)') called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef) called at /opt/rt2/WebRT/html/index.html line 9 HTML::Mason::Commands::__ANON__('pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f71004)', 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x8fa3474)') called at /opt/rt2/WebRT/html/autohandler line 58 HTML::Mason::Commands::__ANON__('pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f5a448)', 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1069 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8fa3474)') called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8fa3474)') called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8260040)', 'Apache=SCALAR(0x8f2eb04)') called at /opt/rt2/bin/webmux.pl line 170 RT::Mason::handler('Apache=SCALAR(0x8f2eb04)') called at /dev/null line 0 eval {...} at /dev/null line 0 -------------- next part -------------- An HTML attachment was scrubbed... URL: From iqbala-rt-users at qwestip.net Sun Jul 11 17:10:32 2004 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Sun, 11 Jul 2004 17:10:32 -0400 Subject: [rt-users] Two emails to CC on Comment Message-ID: <20040711211032.GB3556@qwestip.net> Hi All I added an email to the CC field while sending a comment. I noticed the person on the CC received two emails. How do I make sure CC gets only one email instead. I am using RT 3.2.0 on Solaris 8 with Apache 1.x + mod_perl1 Thanks for the suggestion -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From asachs at clue.bz Sun Jul 11 15:48:30 2004 From: asachs at clue.bz (Andre Sachs) Date: Sun, 11 Jul 2004 21:48:30 +0200 Subject: [rt-users] Dynamic Template selection from a UserDefined scrip Message-ID: <1089574830.23134.26.camel@ashlet> Hi, I am trying to get a scrip to dynamically select a template, based on the value of a custom field. I have created a custom field called test (populated with the value test) and a template with the same name. It seems to execute properly but the template is not used to mail a response (even though use of an RT::Logger confirms that it is being loaded). Any ideas would be greatly appreciated. Regards Andre Sachs This is what my scrip looks like: Condition: UserDefined Custom Condition: return 1; # test installation Action: UserDefined Custom action preparation code: my $template_name = $self->TicketObj->FirstCustomFieldValue("test"); my $template = new RT::Template($RT::SystemUser); $template->LoadGlobalTemplate($template_name); $self->{'TemplateObj'} = $template; return 1; Custom action cleanup code: return 1; Stage: TransactionCreate Template: Global: Blank -- Andre Sachs Software Developer Clue Consulting From jens at cyber.com.au Sun Jul 11 22:37:15 2004 From: jens at cyber.com.au (Jens Porup) Date: Mon, 12 Jul 2004 12:37:15 +1000 Subject: [rt-users] rt-mailgate permission denied error In-Reply-To: <20040709154720.GT13260@pallas.eruditorum.org> References: <20040709050454.GH23824@vanilla.office.cyber.com.au> <20040709154720.GT13260@pallas.eruditorum.org> Message-ID: <20040712023715.GB9397@vanilla.office.cyber.com.au> On Fri, Jul 09, 2004 at 11:47:20AM -0400, Jesse Vincent wrote: > Are you perhaps missing a | in your /etc/aliases? yes... thanks. Jens From jens at cyber.com.au Mon Jul 12 01:02:05 2004 From: jens at cyber.com.au (Jens Porup) Date: Mon, 12 Jul 2004 15:02:05 +1000 Subject: [rt-users] custom field --> Results: error message Message-ID: <20040712050205.GD9397@vanilla.office.cyber.com.au> G'day, When I create a new ticket in a queue that has a custom field called 'state', and then I try and choose a value for that field and Save Changes, the Results mesage is as follows: Results * state Resolved changed to Incoming Cancelled * Custom field value Resolved could not be found for custom field state No matter which of my five values I choose, I always get this message, where "Custom field value $old_value could not be found...." is the second line. What does this mean? Thanks, Jens From jens at cyber.com.au Mon Jul 12 01:20:10 2004 From: jens at cyber.com.au (Jens Porup) Date: Mon, 12 Jul 2004 15:20:10 +1000 Subject: [rt-users] Getting Approvals working in RT 3.0.11-1 Message-ID: <20040712052010.GE9397@vanilla.office.cyber.com.au> G'day, Using RT 3.0.11-1, I have set up a scrip in my incoming queue that is: On Create, Create Tickets with Template: ===Create-Ticket:ticket_resolution Subject: Approve Resolved for ticket {$Tickets{'TOP'}->Subject} Depended-On-By: TOP Queue: Approvals Cc: jensp at strategicdata.com.au Content: Someone has set an Incoming Batch ticket's state to Resolved. You should review and approve it (or deny it) as necessary. ENDOFCONTENT I have read Appendix 5 thoroughly, and also reviewed the helpful notes at http://wiki.bestpractical.com/index.cgi?ApprovalCreation But I still can't get anything to show up when I click approvals. I have gone into the __Approval queue and given root all permissions on tickets in that queue, but that seems to make now difference. I'm actually trying to get this to work on a User Defined Condition: return undef unless ( ($self->TicketObj->FirstCustomFieldValue('state') =~ /Resolved/i) || ($self->TicketObj->Status() =~ /resolved/i) ); return 1; But to isolate the problem I've testing this with a simple On Create, and it produces the same results--or lack thereof. What am I doing wrong? Thanks, Jens From carl at vivitec.com.au Mon Jul 12 01:13:18 2004 From: carl at vivitec.com.au (Carl Brewer) Date: Mon, 12 Jul 2004 15:13:18 +1000 Subject: [rt-users] bulk changes to tickets? Message-ID: <40F21DEE.7080500@vivitec.com.au> Hello, I'm wondering if it's possible to make a bulk change to my RT database? I've got a pile of sysadmin tickets, and have decided to start subcategorising them with custom fields. There's around 500 or so tickets in my queue, and I want to be able to add/set a value in my custom field for that queue for tickets that match a search criteria. Eg: I want to set the "job type" custom field to "DNS renewals" for all the tickets that match "content = domain renewal". Is there a supported way to do this or should I do it through mysql? I'm running RT 3.0.10 at the moment ... looking to upgrade to 3.2.0 soon. thanks! Carl -- ======================= Vivitec Pty. Ltd. Suite 6, 51-55 City Rd. Southbank, 3006. Ph. +61 3 8626 5626 Fax +61 3 9682 1000 ======================= From dv at proasyl.de Mon Jul 12 09:03:40 2004 From: dv at proasyl.de (Lothar Fuhlrott) Date: Mon, 12 Jul 2004 15:03:40 +0200 Subject: [rt-users] Re-Logging in / "Attempt to free unreferenced scalar" Message-ID: <04f401c46810$a72f31f0$091ba8c0@freiburg> Hi out there, having installed RT 3.2.0 with Red Hat 9 Shrike, Apache 2.0.50/mod_perl2, Sendmail 8.12.8, Perl 5.8.3 I am still running into problems, (1) Everytime a web browser "touches" the site, tail -f /var/log/messages will produce a whole bunch of messages like this: Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV 0x96e7c84 at /usr/local/rt/share/html/Elements/Quicksearch line 24. Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV 0x9637474 at /usr/local/rt/share/html/autohandler line 24. Jul 12 13:49:07 salvador RT: Attempt to free unreferenced scalar: SV 0x96e9f20 at /usr/local/rt/share/html/autohandler line 24. Jul 12 13:49:08 salvador RT: Attempt to free unreferenced scalar: SV 0x971bea4 at /usr/local/rt/share/html/Elements/SelectMatch line 34. I don't know if this does any harm, but I'd like to know what it means anyway... (2) After I have logged out and then in again (same user or not, no difference), RT is kicking me out and showing the login screen every time I try to call upon a menu. Only closing down the browser on the client machine and restarting it will solve the problem. What's going wrong? Sorry if it's something simple, but I'm an expert neither in Perl nor Apache. Thanks to anyone trying to help. ----------------------------------------- Lothar Fuhlrott Pro Asyl e.V. 60069 Frankfurt am Main From dv at proasyl.de Mon Jul 12 10:38:41 2004 From: dv at proasyl.de (Lothar Fuhlrott) Date: Mon, 12 Jul 2004 16:38:41 +0200 Subject: Fw: [rt-users] Re-Logging in / "Attempt to free unreferenced scalar" Message-ID: <055801c4681d$ed1d57c0$091ba8c0@freiburg> Well, I believed in the RTWiki lines on Compiling Perl: "mod_perl2 can be compiled only as DSO and it's working fine". Lothar Date: Mon, 12 Jul 2004 08:24:24 -0500 > From: Kenneth Marshall > To: Lothar Fuhlrott > Subject: Re: [rt-users] Re-Logging in / "Attempt to free unreferenced scalar" > In-Reply-To: <04f401c46810$a72f31f0$091ba8c0 at freiburg> > User-Agent: Mutt/1.4.2i > X-Virus-Scanned: by amavisd-milter (http://amavis.org/) > X-Virus-Scanned: by amavis-20030314-p2 at is.rice.edu > > Not to be anti-progress, but isnt' mod_perl for Apache 2.x still > in beta. I would give it a try with Apache 1.3.31 and mod_perl 1.29. > > --Ken > > On Mon, Jul 12, 2004 at 03:03:40PM +0200, Lothar Fuhlrott wrote: > > Hi out there, > > > > having installed RT 3.2.0 with Red Hat 9 Shrike, Apache 2.0.50/mod_perl2, > > Sendmail 8.12.8, Perl 5.8.3 I am still running into problems, > > > > (1) Everytime a web browser "touches" the site, tail -f /var/log/messages > > will produce a whole bunch of messages like this: > > > > Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV > > 0x96e7c84 at /usr/local/rt/share/html/Elements/Quicksearch line 24. > > Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV > > 0x9637474 at /usr/local/rt/share/html/autohandler line 24. > > Jul 12 13:49:07 salvador RT: Attempt to free unreferenced scalar: SV > > 0x96e9f20 at /usr/local/rt/share/html/autohandler line 24. > > Jul 12 13:49:08 salvador RT: Attempt to free unreferenced scalar: SV > > 0x971bea4 at /usr/local/rt/share/html/Elements/SelectMatch line 34. > > > > I don't know if this does any harm, but I'd like to know what it means > > anyway... > > > > (2) After I have logged out and then in again (same user or not, no > > difference), RT is kicking me out and showing the login screen every time I > > try to call upon a menu. Only closing down the browser on the client machine > > and restarting it will solve the problem. > > > > What's going wrong? Sorry if it's something simple, but I'm an expert > > neither in Perl nor Apache. > > Thanks to anyone trying to help. > > ----------------------------------------- > > Lothar Fuhlrott > > Pro Asyl e.V. > > 60069 Frankfurt am Main > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > ----- End forwarded message ----- > From cubic at acronis.ru Mon Jul 12 12:00:57 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 12 Jul 2004 20:00:57 +0400 Subject: Fw: [rt-users] Re-Logging in / "Attempt to free unreferenced scalar" In-Reply-To: <055801c4681d$ed1d57c0$091ba8c0@freiburg> References: <055801c4681d$ed1d57c0$091ba8c0@freiburg> Message-ID: <40F2B5B9.1000701@acronis.ru> Lothar Fuhlrott wrote: > Well, I believed in the RTWiki lines on Compiling Perl: "mod_perl2 can be > compiled only as DSO and it's working fine". > Lothar I'm sorry that you were confused with this sentence. It's all about DSO vs static, but not about MP2 stability. IMHO errors comes from perl mainly. RH9 does have perl5.8.0. Did you rebuild mod_perl after new perl install? What version of MP2 do you have? If it's RH9 RPMs then throw it away, in our days you shouldn't use anything except 1.99_14 or higher. perl -V? > > Date: Mon, 12 Jul 2004 08:24:24 -0500 > >>From: Kenneth Marshall >>To: Lothar Fuhlrott >>Subject: Re: [rt-users] Re-Logging in / "Attempt to free unreferenced > > scalar" > >>In-Reply-To: <04f401c46810$a72f31f0$091ba8c0 at freiburg> >>User-Agent: Mutt/1.4.2i >>X-Virus-Scanned: by amavisd-milter (http://amavis.org/) >>X-Virus-Scanned: by amavis-20030314-p2 at is.rice.edu >> >>Not to be anti-progress, but isnt' mod_perl for Apache 2.x still >>in beta. I would give it a try with Apache 1.3.31 and mod_perl 1.29. >> >>--Ken >> >>On Mon, Jul 12, 2004 at 03:03:40PM +0200, Lothar Fuhlrott wrote: >> >>>Hi out there, >>> >>>having installed RT 3.2.0 with Red Hat 9 Shrike, Apache > > 2.0.50/mod_perl2, > >>>Sendmail 8.12.8, Perl 5.8.3 I am still running into problems, >>> >>>(1) Everytime a web browser "touches" the site, tail -f > > /var/log/messages > >>>will produce a whole bunch of messages like this: >>> >>>Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV >>>0x96e7c84 at /usr/local/rt/share/html/Elements/Quicksearch line 24. >>>Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV >>>0x9637474 at /usr/local/rt/share/html/autohandler line 24. >>>Jul 12 13:49:07 salvador RT: Attempt to free unreferenced scalar: SV >>>0x96e9f20 at /usr/local/rt/share/html/autohandler line 24. >>>Jul 12 13:49:08 salvador RT: Attempt to free unreferenced scalar: SV >>>0x971bea4 at /usr/local/rt/share/html/Elements/SelectMatch line 34. >>> >>>I don't know if this does any harm, but I'd like to know what it means >>>anyway... >>> >>>(2) After I have logged out and then in again (same user or not, no >>>difference), RT is kicking me out and showing the login screen every > > time I > >>>try to call upon a menu. Only closing down the browser on the client > > machine > >>>and restarting it will solve the problem. >>> >>>What's going wrong? Sorry if it's something simple, but I'm an expert >>>neither in Perl nor Apache. >>>Thanks to anyone trying to help. From cubic at acronis.ru Mon Jul 12 12:18:27 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 12 Jul 2004 20:18:27 +0400 Subject: [rt-users] custom field --> Results: error message In-Reply-To: <20040712050205.GD9397@vanilla.office.cyber.com.au> References: <20040712050205.GD9397@vanilla.office.cyber.com.au> Message-ID: <40F2B9D3.8000703@acronis.ru> Jens Porup wrote: > G'day, > > When I create a new ticket in a queue that has a custom field called 'state', > and then I try and choose a value for that field and Save Changes, the Results > mesage is as follows: > > Results > > * state Resolved changed to Incoming Cancelled > * Custom field value Resolved could not be found for custom field state I saw it too, but it doesn't break anything and I just don't pay attention on it :) or may be it's fixed in recent version. > > No matter which of my five values I choose, I always get this message, where > "Custom field value $old_value could not be found...." is the second line. > > What does this mean? > > Thanks, > > Jens > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Mon Jul 12 12:21:18 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 12 Jul 2004 20:21:18 +0400 Subject: [rt-users] Two emails to CC on Comment In-Reply-To: <20040711211032.GB3556@qwestip.net> References: <20040711211032.GB3556@qwestip.net> Message-ID: <40F2BA7E.70308@acronis.ru> Asif Iqbal wrote: > Hi All > > I added an email to the CC field while sending a comment. I noticed the > person on the CC received two emails. > > How do I make sure CC gets only one email instead. > > I am using RT 3.2.0 on Solaris 8 with Apache 1.x + mod_perl1 > > Thanks for the suggestion If there is no error in RT(I hope this is true), then you should recheck your scrip set global and queue specific. Best regards. Ruslan. From cubic at acronis.ru Mon Jul 12 12:44:19 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 12 Jul 2004 20:44:19 +0400 Subject: [rt-users] Dynamic Template selection from a UserDefined scrip In-Reply-To: <1089574830.23134.26.camel@ashlet> References: <1089574830.23134.26.camel@ashlet> Message-ID: <40F2BFE3.2090508@acronis.ru> Andre Sachs wrote: > Hi, > > I am trying to get a scrip to dynamically select a template, > based on the value of a custom field. I have created a custom > field called test (populated with the value test) and a template with > the same name. > > It seems to execute properly but the template is not used to mail > a response (even though use of an RT::Logger confirms that it is > being loaded). > > Any ideas would be greatly appreciated. RT doesn't support stacked scrips, but notifications are handled by ScripAction too. http://wiki.bestpractical.com/index.cgi?ChooseTemplateByUserLang > > Regards > Andre Sachs > > > This is what my scrip looks like: > > Condition: UserDefined > Custom Condition: > return 1; # test installation > > Action: UserDefined > Custom action preparation code: > > my $template_name = $self->TicketObj->FirstCustomFieldValue("test"); > my $template = new RT::Template($RT::SystemUser); > $template->LoadGlobalTemplate($template_name); > $self->{'TemplateObj'} = $template; > > return 1; > > Custom action cleanup code: > return 1; > > Stage: TransactionCreate > Template: Global: Blank > > -- > Andre Sachs > Software Developer > Clue Consulting > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From JChen at paymentone.com Mon Jul 12 12:56:48 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Mon, 12 Jul 2004 09:56:48 -0700 Subject: [rt-users] Adding CC emails Message-ID: <6D6E09D687772640AA41F009EB85FE0502F8A8@CPMAL00.corpnet.p1.local> Mostly likely I forgot to turn on a setting via RT_SiteConfig. I?ve checked it and am confused how to make RT add CC emails upon creation of the ticket instead of manually adding emails on the cc list. When the requester is issue a tracking #, the people on the CC list should receive the same # right? -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From cubic at acronis.ru Mon Jul 12 12:57:05 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 12 Jul 2004 20:57:05 +0400 Subject: [rt-users] Purpose of Prepare()? In-Reply-To: References: Message-ID: <40F2C2E1.2090301@acronis.ru> It's logic split. In general case any ScripAction should work on any transaction so in prepare block you prepare Action, for example: SendMail action prepare recipients lists and if it's empty it's return false(RT stop processing). Our local scrips depends on CFs and in prepare code I check whether them exist or not. Or Scrip make sence only under 'Create|Priority-Change' transaction, check it in prepare. Commit code does action, all objects are loaded and code only finalize things. Ruslan. Philip Shon wrote: > What is the purpose of the Prepare() of the Action Scripts. It seems to me > that it's just another check before any action occurs. So why not have just > two parts, a Condition and a Commit? Is there any special abilities that > Prepare() has? > > -Phil From charles at datasof.com Mon Jul 12 13:13:22 2004 From: charles at datasof.com (Charles A. Monteiro) Date: Mon, 12 Jul 2004 13:13:22 -0400 Subject: [rt-users] Assesing RT - loading modPerl2 into Apache 2.0.48 error Message-ID: Hi. I am new to RT, it has been highly recommended and therefore we are spending time assessing it. We are getting errors attempting to load modperl2. This occurs when we attempt to start Apache. The error is: Syntax error on line 10 of /etc/httpd/conf.d/perl.conf: Cannot load /etc/httpd/modules/mod_perl.so into server: /etc/httpd/modules/mod_perl.so: undefined symbol: Perl_Ipatchlevel_ptr I am aware that the current docs i.e. the RT draft dated April 13th, 2003 states that there are issues but that draft was written more than a year ago. Also there does not seem to be any easy search facilities of the archives. I greatly appreciate the help. If there any other diagnostics that I can run please let me know. thanks Charles -- Using Opera's revolutionary e-mail client: http://www.opera.com/m2/ From charles at datasof.com Mon Jul 12 13:17:28 2004 From: charles at datasof.com (Charles A. Monteiro) Date: Mon, 12 Jul 2004 13:17:28 -0400 Subject: [rt-users] Assessing RT - RHEL installed base Message-ID: I have been asked by management to attempt to get a ball park estimate of how many RT users run on Red Hat Enterprise. I understand that this is probably almost impossible to ascertain but if anybody has any idea I'll just pass it on. thanks Charles -- Using Opera's revolutionary e-mail client: http://www.opera.com/m2/ From cubic at acronis.ru Mon Jul 12 13:20:56 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 12 Jul 2004 21:20:56 +0400 Subject: [rt-users] Assesing RT - loading modPerl2 into Apache 2.0.48 error In-Reply-To: References: Message-ID: <40F2C878.4030307@acronis.ru> You don't have mod_perl2 working so you are right now on wrong list. You should go to MP2 gurus. They are live on perl.apache.org, mailing list is very wellcome. Charles A. Monteiro wrote: > Hi. I am new to RT, it has been highly recommended and therefore we are > spending time assessing it. We are getting errors attempting to load > modperl2. This occurs when we attempt to start Apache. The error is: > > Syntax error on line 10 of /etc/httpd/conf.d/perl.conf: > Cannot load /etc/httpd/modules/mod_perl.so into server: > /etc/httpd/modules/mod_perl.so: undefined symbol: Perl_Ipatchlevel_ptr > > I am aware that the current docs i.e. the RT draft dated April 13th, > 2003 states that there are issues but that draft was written more than > a year ago. Also there does not seem to be any easy search facilities > of the archives. > > I greatly appreciate the help. If there any other diagnostics that I > can run please let me know. > > thanks > > Charles > > From iqbala-rt-users at qwestip.net Mon Jul 12 13:51:05 2004 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Mon, 12 Jul 2004 13:51:05 -0400 Subject: [rt-users] Two emails to CC on Comment In-Reply-To: <40F2BA7E.70308@acronis.ru> References: <20040711211032.GB3556@qwestip.net> <40F2BA7E.70308@acronis.ru> Message-ID: <20040712175105.GF5452@qwestip.net> Ruslan U. Zakirov wrote: > Asif Iqbal wrote: > >Hi All > > > >I added an email to the CC field while sending a comment. I noticed the > >person on the CC received two emails. > > > >How do I make sure CC gets only one email instead. > > > >I am using RT 3.2.0 on Solaris 8 with Apache 1.x + mod_perl1 > > > >Thanks for the suggestion > > If there is no error in RT(I hope this is true), then you should recheck > your scrip set global and queue specific. That was it. There were two same scrips on Global and on that queue > > Best regards. Ruslan. Thanks a lot -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From cubic at acronis.ru Mon Jul 12 14:06:41 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 12 Jul 2004 22:06:41 +0400 Subject: [rt-users] RE: encoding of the email subject In-Reply-To: <000001c465cd$d24ded80$2d01140a@DimitryFaynerman> References: <000001c465cd$d24ded80$2d01140a@DimitryFaynerman> Message-ID: <40F2D331.1020801@acronis.ru> Dimitry Faynerman wrote: > Nobody can help me with that??? Broken? In which way? Corrupted? Is it in B or in Q MIME headers encoding or it's not encoded at all? IMHO It's not RT. Try next require Encode; my $entity = MIME::Entity->build( ... ... Subject => Encode::encode("MIME-B", loc(...) ), ... > > > > -----Original Message----- > From: Dimitry Faynerman [mailto:dimitry.faynerman at hypermediasystems.com] > Sent: Thursday, July 08, 2004 7:21 AM > To: 'rt-users at lists.bestpractical.com' > Subject: encoding of the email subject > > Hello, > > I wrote a script for sending an email for password retrieval. Since the user > is not logged in RT when this email is being sent, I have to do some stuff > manually (which normally RT is doing for me). So I use something like this: > > =============================================================== > my $template = RT::Template->new( $self->CurrentUser ); > $template->LoadGlobalTemplate('Password Change'); > > my $parsed = $template->_ParseContent(); > > my $entity = MIME::Entity->build( > From => $from, > To => $email, > 'X-RT-Loop-Prevention' => $RT::rtname, > Type => "text/plain", > Charset => "utf-8", > Subject => loc("Trouble Ticket New > Password"), > Data => [$parsed] > ); > > RT::I18N::SetMIMEEntityToEncoding( $entity, $RT::EmailOutputEncoding, > 'mime_words_ok' ); > open (MAIL, "|$RT::SendmailPath $RT::SendmailArguments") || return(0); > print MAIL $entity->as_string; > close(MAIL); > =============================================================== > > > The problem is that even tough the email body has the correct encoding > (shift-jis in my case), the email subject is still broken. I tried many > tricks but had no luck. > Could anybody tell me what I'm doing wrong? > > Thanks! > > Dimitry > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From les at futuresource.com Mon Jul 12 14:08:32 2004 From: les at futuresource.com (Les Mikesell) Date: Mon, 12 Jul 2004 13:08:32 -0500 Subject: [rt-users] Assesing RT - loading modPerl2 into Apache 2.0.48 error In-Reply-To: <40F2C878.4030307@acronis.ru> References: <40F2C878.4030307@acronis.ru> Message-ID: <1089655712.22366.1.camel@moola.futuresource.com> On Mon, 2004-07-12 at 12:20, Ruslan U. Zakirov wrote: > You don't have mod_perl2 working so you are right now on wrong list. > You should go to MP2 gurus. They are live on perl.apache.org, mailing > list is very wellcome. Or... switch to the fastcgi technique instead. --- Les Mikesell les at futuresource.com From cubic at acronis.ru Mon Jul 12 14:09:43 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Mon, 12 Jul 2004 22:09:43 +0400 Subject: [rt-users] How Do I create Timed Scrips? In-Reply-To: <20040709200436.4D44484C031@pallas.eruditorum.org> References: <20040709200436.4D44484C031@pallas.eruditorum.org> Message-ID: <40F2D3E7.80108@acronis.ru> nhuisman-rtmail3704 at emailservice.com wrote: > Hi All, > > I'm interested in creating a scrip that activates based on some time. > For example a scrip that activates and sends a user an update on their > ticket every 48 hours. I have seen an example on fsck that used the > crontab module to send different messages back to the user based on the > time of day but couldn't see how to extend that into something that > actually sends out emails every X hours to the user for their ticket. > Please let me know if this is possible, Thanks rt-crontool > > > Nathan > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From rtusers at memory.blank.org Mon Jul 12 14:04:18 2004 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Mon, 12 Jul 2004 14:04:18 -0400 Subject: [rt-users] pgrtreport In-Reply-To: <20040423214514.GG25274@pallas.eruditorum.org> References: <20040423171857.GM1388@blank.org> <20040423214514.GG25274@pallas.eruditorum.org> Message-ID: <20040712180418.GA20668@blank.org> Is anyone currently using the 'pgrtreport' utility (currently hosted at http://pgrtreport.sourceforge.net) with RT3, on any OS other than Linux? The side blurb implies that it can be used with RT3, but actual documentation on it is pretty much nil, and the build/install process appears to be rather geared toward creating an RPM file, which is not so useful on FreeBSD... -n ------------------------------------------------------------ "Tragedy is when I cut my finger. Comedy is when you fall down an open manhole cover and die." (--Mel Brooks) ---------------------------------------------------- From prlawrence at Lehigh.EDU Mon Jul 12 13:30:43 2004 From: prlawrence at Lehigh.EDU (Phil Lawrence) Date: Mon, 12 Jul 2004 13:30:43 -0400 Subject: [rt-users] Assessing RT - RHEL installed base In-Reply-To: References: Message-ID: <40F2CAC3.4000407@lehigh.edu> Charles A. Monteiro wrote: > I have been asked by management to attempt to get a ball park estimate > of how many RT users run on Red Hat Enterprise... Does WBEL count? I'll be implementing on that this month. (my FreeBSD plans have been nixed)-: Actually, I bet we could get a statistically significant number of maling list members to answer a poll via the wiki. We could use drop down boxes to capture all those tantalizing details: - WBEL - FastCGI - mod_ssl - Apache2 - etc. I'd be very curious to see the results. Phil From dimitry.faynerman at hypermediasystems.com Mon Jul 12 14:28:44 2004 From: dimitry.faynerman at hypermediasystems.com (Dimitry Faynerman) Date: Mon, 12 Jul 2004 11:28:44 -0700 Subject: [rt-users] RE: encoding of the email subject In-Reply-To: <40F2D331.1020801@acronis.ru> Message-ID: <001f01c4683e$10a0ef20$2601140a@DimitryFaynerman> >>... >>Subject => Encode::encode("MIME-B", loc(...) ), >>... Well, that helped, thanks, but... now it shows correctly only in Outlook. But when I send an email to yahoo, the body is shown as shift-jis (which is what I need), but the subject is in Unicode... How can I fix this? Thanks, Dimitry From les at futuresource.com Mon Jul 12 14:34:54 2004 From: les at futuresource.com (Les Mikesell) Date: Mon, 12 Jul 2004 13:34:54 -0500 Subject: [rt-users] Assessing RT - RHEL installed base In-Reply-To: <40F2CAC3.4000407@lehigh.edu> References: <40F2CAC3.4000407@lehigh.edu> Message-ID: <1089657294.22366.8.camel@moola.futuresource.com> On Mon, 2004-07-12 at 12:30, Phil Lawrence wrote: > Actually, I bet we could get a statistically significant number of > maling list members to answer a poll via the wiki. We could use drop > down boxes to capture all those tantalizing details: > - WBEL > - FastCGI > - mod_ssl > - Apache2 > - etc. > > I'd be very curious to see the results. If you do something like this it would also be interesting to list all the programs that have to be upgraded past what is currently available for the distribution for every distribution with a significant number of users. Probably everything needs mysql replaced but some might be current with perl. --- Les Mikesell les at futuresource.com From charles at datasof.com Mon Jul 12 14:39:09 2004 From: charles at datasof.com (Charles A. Monteiro) Date: Mon, 12 Jul 2004 14:39:09 -0400 Subject: [rt-users] Assessing RT - RHEL installed base In-Reply-To: <40F2CAC3.4000407@lehigh.edu> References: <40F2CAC3.4000407@lehigh.edu> Message-ID: I am embarrassed to say that I don't know what WBEL but sure it counts :), I have played with Linux in the past but most of my professional development experience has been on commercial Unixes i.e. AIX primarily and Windows boxes. It seems that Linux may fit what I need to do now. On Mon, 12 Jul 2004 13:30:43 -0400, Phil Lawrence wrote: > Charles A. Monteiro wrote: >> I have been asked by management to attempt to get a ball park estimate >> of how many RT users run on Red Hat Enterprise... > > Does WBEL count? I'll be implementing on that this month. (my FreeBSD > plans have been nixed)-: > > Actually, I bet we could get a statistically significant number of > maling list members to answer a poll via the wiki. We could use drop > down boxes to capture all those tantalizing details: > - WBEL > - FastCGI > - mod_ssl > - Apache2 > - etc. > > I'd be very curious to see the results. > > Phil > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- Using Opera's revolutionary e-mail client: http://www.opera.com/m2/ From DSuzuki at ZipRealty.com Mon Jul 12 14:40:45 2004 From: DSuzuki at ZipRealty.com (Derek Suzuki) Date: Mon, 12 Jul 2004 11:40:45 -0700 Subject: [rt-users] Assessing RT - RHEL installed base Message-ID: <00E17C85D040BC4AA582CA0BC87AFD72F25414@hqmail1.ziprealty.corp> Count me as one. > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com]On Behalf Of > Charles A. > Monteiro > Sent: Monday, July 12, 2004 10:17 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] Assessing RT - RHEL installed base > > > I have been asked by management to attempt to get a ball park > estimate of > how many RT users run on Red Hat Enterprise. I understand > that this is > probably almost impossible to ascertain but if anybody has > any idea I'll > just pass it on. > > thanks > > Charles > > -- > Using Opera's revolutionary e-mail client: http://www.opera.com/m2/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From les at futuresource.com Mon Jul 12 15:06:42 2004 From: les at futuresource.com (Les Mikesell) Date: Mon, 12 Jul 2004 14:06:42 -0500 Subject: [rt-users] Assessing RT - RHEL installed base In-Reply-To: References: <40F2CAC3.4000407@lehigh.edu> Message-ID: <1089659202.22992.9.camel@moola.futuresource.com> On Mon, 2004-07-12 at 13:39, Charles A. Monteiro wrote: > I am embarrassed to say that I don't know what WBEL but sure it counts :), > I have played with Linux in the past but most of my professional > development experience has been on commercial Unixes i.e. AIX primarily > and Windows boxes. It seems that Linux may fit what I need to do now. WBEL is 'white box enterprise linux' which is Red Hat's version rebuilt from the free SRPM components. It is hard to keep up with application versions but the last time I looked RHEL (thus WBEL) had an older version of perl than RT requires and if you have to upgrade things by hand it kind of defeats the purpose of a distribution like RHEL that is supposed to stay stable with bugfix-only updates for a long period. --- Les Mikesell les at futuresource.com From bobg at uic.edu Mon Jul 12 15:13:33 2004 From: bobg at uic.edu (Bob Goldstein) Date: Mon, 12 Jul 2004 14:13:33 -0500 Subject: [rt-users] Assessing RT - RHEL installed base In-Reply-To: Your message of "Mon, 12 Jul 2004 13:34:54 CDT." <1089657294.22366.8.camel@moola.futuresource.com> Message-ID: <200407121913.i6CJDXGX001429@shark.cc.uic.edu> >On Mon, 2004-07-12 at 12:30, Phil Lawrence wrote: > >> Actually, I bet we could get a statistically significant number of >> maling list members to answer a poll via the wiki. We could use drop >> down boxes to capture all those tantalizing details: >> - WBEL >> - FastCGI >> - mod_ssl >> - Apache2 >> - etc. >> >> I'd be very curious to see the results. > >If you do something like this it would also be interesting to list >all the programs that have to be upgraded past what is currently >available for the distribution for every distribution with a >significant number of users. Probably everything needs mysql replaced >but some might be current with perl. If this were a real concern, Jesse could even implement an auto-report that would send email to BP when an RT install boots. (On an opt-in basis, and no more than every X months, etc) Or maybe at 'configure' time. Maybe having a better idea of installed base would help with bragging rights. bobg From vivek at khera.org Mon Jul 12 15:17:52 2004 From: vivek at khera.org (Vivek Khera) Date: Mon, 12 Jul 2004 15:17:52 -0400 Subject: [rt-users] Issues with LWP In-Reply-To: <20040710042633.1572.qmail@web14005.mail.yahoo.com> References: <20040710042633.1572.qmail@web14005.mail.yahoo.com> Message-ID: <2BE5CE98-D438-11D8-BA0E-000A9578CFCC@khera.org> On Jul 10, 2004, at 12:26 AM, Jamel Stephens wrote: > Basically, an array (of eight websites) is used in the > live/apache-listing.t script to test the LWP > installation. The fifth site: > "http://gump.covalent.net/jars/?C=N&O=D" > is unreachable so the test fails. The other option is to say "no" when the LWP install asks if you want to test the remote network sites. No editing required :-) Vivek Khera, Ph.D. +1-301-869-4449 x806 From bam at miranda.org Mon Jul 12 15:19:24 2004 From: bam at miranda.org (Bret Martin) Date: Mon, 12 Jul 2004 15:19:24 -0400 Subject: [rt-users] Bulk ticket update and custom fields Message-ID: <896.1089659964@anasazi.miranda.org> Am I missing something, or does the bulk update function in RT 3 not include custom fields, as the RT 2 one did? --Bret From rt at chaka.net Mon Jul 12 14:59:35 2004 From: rt at chaka.net (Todd Chapman) Date: Mon, 12 Jul 2004 14:59:35 -0400 Subject: [rt-users] RT 3.2 Query builder question Message-ID: <20040712185935.GZ28862@chaka.net> All, Does anyone know if Query Builder can be used to search for tickets that have no children or dependencies? Thanks. -Todd From bam at miranda.org Mon Jul 12 15:53:43 2004 From: bam at miranda.org (Bret Martin) Date: Mon, 12 Jul 2004 15:53:43 -0400 Subject: [rt-users] Finding distinct CustomField values Message-ID: <1309.1089662023@anasazi.miranda.org> I'm making various customized versions of the Quicksearch element and one I'd like to do is to list ticket counts by a text-entry ("FreeformSingle") custom field. The Values method returns a CustomFieldValues of acceptable values for the given CustomField -- for a text-entry one, it's empty (as I supposed is to be expected). I know how to do what I want in SQL, but it's a no-no to circumvent the RT API: SELECT DISTINCT(Content) FROM TicketCustomFieldValues AS tcfv, \ CustomFields AS cf \ WHERE tcfv.CustomField = cf.id \ AND cf.Name = 'Lab'; Can I get similar results via the RT API? --Bret From bam at miranda.org Mon Jul 12 16:22:32 2004 From: bam at miranda.org (Bret Martin) Date: Mon, 12 Jul 2004 16:22:32 -0400 Subject: [rt-users] Searching for tickets with no value for a custom field Message-ID: <1691.1089663752@anasazi.miranda.org> Sorry, I'm full of questions today! I can't figure out how to search for all tickets where a given SelectSingle or SelectMultple custom field has no value. Can it be done? I can do it in RT 2 by choosing "is" and "(empty)" next to the custom field on the search form. Under RT 3, if I choose "is" and "(no value)", I get no results, even though I have tickets that don't have any value for that field. --Bret From jesse at bestpractical.com Mon Jul 12 16:24:26 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Mon, 12 Jul 2004 16:24:26 -0400 Subject: [rt-users] Searching for tickets with no value for a custom field In-Reply-To: <1691.1089663752@anasazi.miranda.org> References: <1691.1089663752@anasazi.miranda.org> Message-ID: <20040712202426.GC13260@pallas.eruditorum.org> Fwiw, there are a number of custom-field search related fixes coming in 3.2.1 On Mon, Jul 12, 2004 at 04:22:32PM -0400, Bret Martin wrote: > Sorry, I'm full of questions today! > > I can't figure out how to search for all tickets where a given > SelectSingle or SelectMultple custom field has no value. Can it be > done? > > I can do it in RT 2 by choosing "is" and "(empty)" next to the custom > field on the search form. > > Under RT 3, if I choose "is" and "(no value)", I get no results, even > though I have tickets that don't have any value for that field. > > --Bret > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From mikep at uclink.berkeley.edu Mon Jul 12 16:33:06 2004 From: mikep at uclink.berkeley.edu (Mike Patterson) Date: Mon, 12 Jul 2004 13:33:06 -0700 Subject: [rt-users] apache auth and /etc/aliases In-Reply-To: <1309.1089662023@anasazi.miranda.org> References: <1309.1089662023@anasazi.miranda.org> Message-ID: <40F2F582.3030400@uclink.berkeley.edu> I setup my apache server to auth against ldap when people attempt to access my http://myserver.com/rt3 folder. This works great, except that my /etc/aliases file tells mailgate to use the url to create tickets: rt: "|/usr/local/rt3/bin/rt-mailgate --queue general --action correspond --url http://myserver.com/rt3/" Unfortunately now apache won't let mailgate create tickets. - Any tips on how I can run mailgate differently (e.g. not using web like it was in rt2)? - Can I make mailgate pass a username and password (just for ticket creation purposes)? - Anyone know how to make auth_ldap make exceptions for localhost? My httpd.conf: -------- Alias /rt3/rt3/NoAuth/images/ /usr/local/rt3/share/html/NoAuth/images Alias /rt3 /usr/local/rt3/share/html/ PerlRequire /usr/local/rt3/bin/webmux.pl SetHandler perl-script PerlHandler RT::Mason PerlModule Apache::DBI Options FollowSymLinks AllowOverride All #added below for ldap auth require valid-user AuthLDAPStartTLS On AuthType Basic authName "LDAP username and password" AuthLDAPURL ldap://mycompany.com:389/dc=mycompany,dc=com?uid -------- Thanks, Mike From jalgermissen at topicmapping.com Mon Jul 12 16:40:28 2004 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Mon, 12 Jul 2004 22:40:28 +0200 Subject: [rt-users] apache auth and /etc/aliases References: <1309.1089662023@anasazi.miranda.org> <40F2F582.3030400@uclink.berkeley.edu> Message-ID: <40F2F73C.8B6F732@topicmapping.com> Mike Patterson wrote: > - Can I make mailgate pass a username and password (just for ticket > creation purposes)? Hi Mike, I changed rt-mailgate directly: around line 426: [...] undef $/; my $ua = LWP::UserAgent->new(); #----------------------- # ADD THE FOLLOWING LINE $ua->credentials('host:port','Realm','user','pass'); $ua->cookie_jar( { file => $opts{jar} } ); [...] HTH (as least to get your site going quickly) JAn From bam at miranda.org Mon Jul 12 16:39:41 2004 From: bam at miranda.org (Bret Martin) Date: Mon, 12 Jul 2004 16:39:41 -0400 Subject: [rt-users] apache auth and /etc/aliases In-Reply-To: Message from Mike Patterson of "Mon, 12 Jul 2004 13:33:06 -0700." <40F2F582.3030400@uclink.berkeley.edu> Message-ID: <2089.1089664781@anasazi.miranda.org> On Mon, 12 Jul 2004 13:33:06 PDT Mike Patterson wrote: > - Anyone know how to make auth_ldap make exceptions for localhost? Put .htaccess files in these locations: .../share/html/NoAuth/.htaccess .../share/html/REST/1.0/NoAuth/.htaccess with these contents: Allow from localhost Satisfy any or something similar. The "Satisfy any" is the key part, to tell Apache that either the client host address or HTTP basic auth username/password are sufficient to allow access. --Bret From drizit at gmail.com Mon Jul 12 17:05:03 2004 From: drizit at gmail.com (Kent) Date: Mon, 12 Jul 2004 16:05:03 -0500 Subject: [rt-users] RT on solaris9 In-Reply-To: <20040709213107.ESPU18566.out011.verizon.net@stacy> References: <20040709213107.ESPU18566.out011.verizon.net@stacy> Message-ID: This article at BigAdmin was very easy to follow. I walked through it step-by-step to get my RT-3.2.0 install running. (Originally I used 3.0.11 but upgraded later to 3.2.0). http://www.sun.com/bigadmin/features/articles/req_track_1.html I used FastCGI/Apache etc on Solaris 9. If you run into trouble let me know. ----- Original Message ----- From: Steve Rieger Date: Fri, 9 Jul 2004 17:31:04 -0400 Subject: [rt-users] RT on solaris9 To: rt-users at lists.bestpractical.com Am looking for somebody that installed on solaris9 need a few pointers, Also on freebd 4.9 in ports I get an error stating that perl >5.6.1 is needed and I did install 5.8.2, From justin at boingo.com Mon Jul 12 18:17:37 2004 From: justin at boingo.com (Derrick, Justin) Date: Mon, 12 Jul 2004 15:17:37 -0700 Subject: [rt-users] Field Setting via Email? Message-ID: Is it possible to pass field contents to RT via email input? IE Can you send the ticket status or a custom field value inside an email and have RT populate what you intended. -------------- next part -------------- An HTML attachment was scrubbed... URL: From mwill at spingen.com Mon Jul 12 19:44:27 2004 From: mwill at spingen.com (Matthew Will) Date: Mon, 12 Jul 2004 19:44:27 -0400 Subject: [rt-users] RT 3.2.9 : Correspondent recipients Message-ID: <40F3225B.2050905@spingen.com> When responding to a ticket in 3.2.0, I seem to be only capable of disabling the requestor from being sent a responce. AdminCC and OtherRecipients, when marked in the checkbox, then save the changes, still show up in the 'This message will be sent to...' as well as Messages about this ticket will not be sent to...'. Curious if anyone else is having this problem, possibly could just be myself and there is a permission that I do not have active. Regards, -- Matthew Will From mwill at spingen.com Mon Jul 12 19:30:11 2004 From: mwill at spingen.com (Matthew Will) Date: Mon, 12 Jul 2004 19:30:11 -0400 Subject: [rt-users] Email History Message-ID: <40F31F03.1040304@spingen.com> I am curious to know if it is easily possible to disable the recording of outgoing emails in a tickets history. Jesse has mentioned that this will be an option that can be configured in 3.2.1, but it would be a real convience if it's a quick bit of commenting out some code, to be able to do this now. Regards, -- Matthew Will From bobg at uic.edu Mon Jul 12 20:09:43 2004 From: bobg at uic.edu (Bob Goldstein) Date: Mon, 12 Jul 2004 19:09:43 -0500 Subject: [rt-users] Field Setting via Email? In-Reply-To: Your message of "Mon, 12 Jul 2004 15:17:37 PDT." Message-ID: <200407130009.i6D09iFA003111@shark.cc.uic.edu> > >Is it possible to pass field contents to RT via email input? > >IE Can you send the ticket status or a custom field value inside an >email and have RT populate what you intended. > With some mods, yes. I answered this last week or so on this list. I'd send you my mods, but I'll be out of town for 10 days or so. When I get back, I'll probably put them in the wiki. bobg From jens at cyber.com.au Mon Jul 12 23:36:43 2004 From: jens at cyber.com.au (Jens Porup) Date: Tue, 13 Jul 2004 13:36:43 +1000 Subject: [rt-users] When does 3.2 enter Debian? Message-ID: <20040713033643.GE26958@vanilla.office.cyber.com.au> G'day, Will RT 3.2 eventually make it into Debian unstable/testing? If so, any idea when that might happen? Thanks, Jens From barancev at ispras.ru Tue Jul 13 01:59:46 2004 From: barancev at ispras.ru (Alexei Barantsev) Date: Tue, 13 Jul 2004 09:59:46 +0400 Subject: [rt-users] dumpfile-to-rt-3.0 problem: Invalid UNICODE charactersequence found In-Reply-To: <200407090506.i6956B304156@nord.kazbek.ispras.ru> Message-ID: <200407130559.i6D5xn311806@nord.kazbek.ispras.ru> Hi, It seems from the silence that nobody faced this problem before. A new piece of information on the issue: installing perl-5.8.3 does not help. Nevertheless, I've resolved this issue - to import such tickets converter should encode to UTF not only $a->{'Content'} but $a->{'Subject'} and $a->{'Headers'} too. Regards, -- Alexei Barantsev UniTesK Product Line Manager, ISP RAS mailto: barancev at ispras.ru Phone : +7(095)912-5317(ext 4422) > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Alexei Barantsev > Sent: Friday, July 09, 2004 9:06 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] dumpfile-to-rt-3.0 problem: Invalid > UNICODE charactersequence found > > Hi, > > At least, after launching 3.2.0, I've decided to start > migration from rt2 to rt3. > > Unfortunately I've faced a problem transferring tickets > with non-English subject. > More precisely, import utility dumpfile-to-rt-3.0 could not > create attachments to such tickets. > > I use RedHat 9 and perl 5.8.0. I think the reason might be > this outdated perl version. > I heard 5.8.3 is recommended because of unicode-related > issues in earlier versions. > The surprising thing however is that the import CAN create > ticket itself, but CANNOT create attachments to it that > have the same subject. > > Here is the the diagnostics: > > -------------------------- > Couldn't create attachment > $VAR1 = { > 'Subject' => '?????????? ???????????? ?????? > ?????????????????????? ?? ??????-??????????????', > 'ContentType' => 'text/plain', > 'Headers' => 'Path: kazbek!not-for-mail > From: "Alexey Demakov" > Newsgroups: project.javatesk.translator > Subject: ?????????? ???????????? ?????? > ?????????????????????? ?? ??????-?????????????? > Date: Tue, 13 Mar 2001 16:27:01 +0300 > Organization: ISP RAS > Lines: 74 > Message-Id: <98l6ql$rtu$1 at kazbek.kazbek.ispras.ru> > NNTP-Posting-Host: marlboro.kazbek.ispras.ru > X-Trace: kazbek.kazbek.ispras.ru 984489621 28606 > 194.186.94.140 (13 Mar 2001 > 13:20:21 GMT) > X-Complaints-To: usenet at kazbek.ispras.ru > NNTP-Posting-Date: 13 Mar 2001 13:20:21 GMT > X-Priority: 3 > X-Msmail-Priority: Normal > X-Newsreader: Microsoft Outlook Express 5.50.4133.2400 > X-Mimeole: Produced By Microsoft MimeOLE V5.50.4133.2400 > Xref: kazbek project.javatesk.translator:2 > X-RT-Original-Encoding: koi8-r > ', > 'Creator' => '1', > 'Parent' => '0', > 'Created' => '2002-09-12 15:47:32+00', > 'id' => '79', > 'ContentEncoding' => 'none', > 'TransactionId' => '129' > }; > > ERROR: Invalid UNICODE character sequence found (0xd120) > [Thu Jul 8 13:39:14 2004] [crit]: Died at > /home/barancev/tmp/rt2-to-rt3-1.23/dumpfile-to-rt-3.0 line 722. > (/usr/local/rt3/lib/RT.pm:254) > -------------------------- > > Thanks, > -- > Alexei Barantsev > UniTesK Product Line Manager, ISP RAS > mailto: barancev at ispras.ru > phone : +7(095)912-5317(ext 4422) > Web : http://unitesk.com/ > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From dv at proasyl.de Tue Jul 13 02:45:05 2004 From: dv at proasyl.de (Lothar Fuhlrott) Date: Tue, 13 Jul 2004 08:45:05 +0200 Subject: Fw: Fw: [rt-users] Re-Logging in / "Attempt to free unreferenced scalar" Message-ID: <004e01c468a4$ee4cc3b0$091ba8c0@freiburg> The output of perl -V seems okay to me: Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS USE_LARGE_FILES PERL_IMPLICIT_CONTEXT Built under linux Compiled at Mar 23 2004 20:56:34 @INC: /usr/lib/perl5/5.8.3/i386-linux-thread-multi /usr/lib/perl5/5.8.3 /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/site_perl/5.8.3 /usr/lib/perl5/site_perl/5.8.2 /usr/lib/perl5/site_perl/5.8.1 /usr/lib/perl5/site_perl/5.8.0 /usr/lib/perl5/site_perl /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi /usr/lib/perl5/vendor_perl/5.8.3 /usr/lib/perl5/vendor_perl/5.8.2 /usr/lib/perl5/vendor_perl/5.8.1 /usr/lib/perl5/vendor_perl/5.8.0 /usr/lib/perl5/vendor_perl I created a 5.8.3-symlink to /usr/bin/perl to avoid any confusion between the different versions. I did not use the Red Hat-mod_perl.rpm, but built the mod_perl-1.99_13 tarball. > Date: Mon, 12 Jul 2004 20:00:57 +0400 > From: "Ruslan U. Zakirov" > User-Agent: Mozilla/5.0 (X11; U; Linux i686; ru-RU; rv:1.6) Gecko/20040331 > X-Accept-Language: ru, en > To: Lothar Fuhlrott > CC: rt-users at lists.bestpractical.com > Subject: Re: Fw: [rt-users] Re-Logging in / "Attempt to free unreferenced > scalar" > In-Reply-To: <055801c4681d$ed1d57c0$091ba8c0 at freiburg> > X-Virus-Scanned: by amavisd-milter (http://amavis.org/) > > Lothar Fuhlrott wrote: > > Well, I believed in the RTWiki lines on Compiling Perl: "mod_perl2 can be > > compiled only as DSO and it's working fine". > > Lothar > I'm sorry that you were confused with this sentence. It's all about DSO > vs static, but not about MP2 stability. > > IMHO errors comes from perl mainly. > RH9 does have perl5.8.0. Did you rebuild mod_perl after new perl > install? What version of MP2 do you have? If it's RH9 RPMs then throw it > away, in our days you shouldn't use anything except 1.99_14 or higher. > > perl -V? > > > > > Date: Mon, 12 Jul 2004 08:24:24 -0500 > > > >>From: Kenneth Marshall > >>To: Lothar Fuhlrott > >>Subject: Re: [rt-users] Re-Logging in / "Attempt to free unreferenced > > > > scalar" > > > >>In-Reply-To: <04f401c46810$a72f31f0$091ba8c0 at freiburg> > >>User-Agent: Mutt/1.4.2i > >>X-Virus-Scanned: by amavisd-milter (http://amavis.org/) > >>X-Virus-Scanned: by amavis-20030314-p2 at is.rice.edu > >> > >>Not to be anti-progress, but isnt' mod_perl for Apache 2.x still > >>in beta. I would give it a try with Apache 1.3.31 and mod_perl 1.29. > >> > >>--Ken > >> > >>On Mon, Jul 12, 2004 at 03:03:40PM +0200, Lothar Fuhlrott wrote: > >> > >>>Hi out there, > >>> > >>>having installed RT 3.2.0 with Red Hat 9 Shrike, Apache > > > > 2.0.50/mod_perl2, > > > >>>Sendmail 8.12.8, Perl 5.8.3 I am still running into problems, > >>> > >>>(1) Everytime a web browser "touches" the site, tail -f > > > > /var/log/messages > > > >>>will produce a whole bunch of messages like this: > >>> > >>>Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV > >>>0x96e7c84 at /usr/local/rt/share/html/Elements/Quicksearch line 24. > >>>Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV > >>>0x9637474 at /usr/local/rt/share/html/autohandler line 24. > >>>Jul 12 13:49:07 salvador RT: Attempt to free unreferenced scalar: SV > >>>0x96e9f20 at /usr/local/rt/share/html/autohandler line 24. > >>>Jul 12 13:49:08 salvador RT: Attempt to free unreferenced scalar: SV > >>>0x971bea4 at /usr/local/rt/share/html/Elements/SelectMatch line 34. > >>> > >>>I don't know if this does any harm, but I'd like to know what it means > >>>anyway... > >>> > >>>(2) After I have logged out and then in again (same user or not, no > >>>difference), RT is kicking me out and showing the login screen every > > > > time I > > > >>>try to call upon a menu. Only closing down the browser on the client > > > > machine > > > >>>and restarting it will solve the problem. > >>> > >>>What's going wrong? Sorry if it's something simple, but I'm an expert > >>>neither in Perl nor Apache. > >>>Thanks to anyone trying to help. > > ----- End forwarded message ----- > From fw at deneb.enyo.de Tue Jul 13 03:26:14 2004 From: fw at deneb.enyo.de (Florian Weimer) Date: Tue, 13 Jul 2004 09:26:14 +0200 Subject: [rt-users] When does 3.2 enter Debian? In-Reply-To: <20040713033643.GE26958@vanilla.office.cyber.com.au> (Jens Porup's message of "Tue, 13 Jul 2004 13:36:43 +1000") References: <20040713033643.GE26958@vanilla.office.cyber.com.au> Message-ID: <87briks6zt.fsf@deneb.enyo.de> * Jens Porup: > Will RT 3.2 eventually make it into Debian unstable/testing? > > If so, any idea when that might happen? There are a few dependencies that have to be packaged first: a new version of libdbix-searchbuilder-perl, and a couple of new packages (libwant-perl, and some of the HTML scrubbing modules). This will take some time. From barancev at ispras.ru Tue Jul 13 03:38:28 2004 From: barancev at ispras.ru (Alexei Barantsev) Date: Tue, 13 Jul 2004 11:38:28 +0400 Subject: [rt-users] dumpfile-to-rt-3.0 problem: parser: unterminated quoted string Message-ID: <200407130738.i6D7cU313195@nord.kazbek.ispras.ru> Hi, Now, I've coped with the subject encoding problem, I've faced another one that was mentioned on the list several times but no solution still found. Couldn't create attachment $VAR1 = { 'Subject' => '', 'ContentType' => 'image/gif', 'Filename' => 'configuration.gif', 'Headers' => 'Content-Type: image/gif; name="configuration.gif" Content-Disposition: inline; filename="configuration.gif" Content-Transfer-Encoding: base64 ', 'Creator' => '11', 'Parent' => '1299', 'Created' => '2002-09-13 14:49:07+00', 'ContentEncoding' => 'base64', 'id' => '1301', 'TransactionId' => '1593' }; ERROR: parser: unterminated quoted string at or near "'GIF89a??" at character 380 It seems that import utility attempts to put decoded from base64 binary stream (that is GIF image in my case) to the 'content' column of the 'attachments' table. To do that it creates invalid SQL query including this binary stream. Syslog shows the following: Jul 13 10:52:20 sever RT: DBD::Pg::st execute failed: ERROR: parser: unterminated quoted string at or near "'GIF89a?^A?" at character 380 at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 410. (/usr/local/rt3/lib/RT.pm:247) Jul 13 10:52:20 sever RT: RT::Handle=HASH(0x8e0ef90) couldn't execute the query 'INSERT INTO Attachments (Subject, ContentType, Filename, Headers, Creator, Parent, Created, ContentEncoding, Content, id, TransactionId) VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm line 417. (/usr/local/rt3/lib/RT.pm:247) Jul 13 10:52:20 sever RT: Died at /home/barancev/tmp/rt2-to-rt3-1.23/dumpfile-to-rt-3.0 line 752. (/usr/local/rt3/lib/RT.pm:254) Regards, -- Alexei Barantsev UniTesK Product Line Manager, ISP RAS mailto: barancev at ispras.ru Phone : +7(095)912-5317(ext 4422) From stephen at jadevine.org.uk Tue Jul 13 03:47:22 2004 From: stephen at jadevine.org.uk (Stephen Quinney) Date: Tue, 13 Jul 2004 08:47:22 +0100 Subject: [rt-users] When does 3.2 enter Debian? In-Reply-To: <87briks6zt.fsf@deneb.enyo.de> References: <20040713033643.GE26958@vanilla.office.cyber.com.au> <87briks6zt.fsf@deneb.enyo.de> Message-ID: <20040713074721.GA26721@computing-services.oxford.ac.uk> On Tue, Jul 13, 2004 at 09:26:14AM +0200, Florian Weimer wrote: > * Jens Porup: > > > Will RT 3.2 eventually make it into Debian unstable/testing? > > > > If so, any idea when that might happen? > > There are a few dependencies that have to be packaged first: a new > version of libdbix-searchbuilder-perl, and a couple of new packages > (libwant-perl, and some of the HTML scrubbing modules). This will > take some time. I have now packaged the new dependencies required for rt3.2 and they have been uploaded and accepted into Debian unstable. For information, these are: libtree-simple-perl, libmodule-versions-report-perl, libhtml-scrubber-perl. I have also submitted an ITP (Intent to Package) for rt3.2, the bug number is #256651, for details see http://bugs.debian.org/cgi-bin/bugreport.cgi?bug=256651 We are still working on finalising the packaging of rt3.2. The complicated bit at the moment is that we want to make sure it is possible to install the packages request-tracker3 and request-tracker3.2 (and any future versions) simultaneously. This will provide users with a simple upgrade path that was not possible in Debian when going from rt2 to rt3 because of packaging conflicts. It also permits testing a new system such as rt3.2, which is probably still a bit buggy, whilst using rt3.0 which seems fairly stable now. We are also working on reducing our future workload by templating out the packaging where possible. My feeling is that we will upload 3.2.1 when it comes out, as it looks like it will contain many bug fixes and improvements. It will then probably take about 2 weeks for it to pass any checks by the ftpmasters and make it into the archive. Once the packages are ready I will let people on this list know where the packages can be downloaded from whilst we await acceptance into the archive. Stephen Quinney -------------- next part -------------- A non-text attachment was scrubbed... Name: signature.asc Type: application/pgp-signature Size: 189 bytes Desc: Digital signature URL: From dv at proasyl.de Tue Jul 13 05:37:29 2004 From: dv at proasyl.de (Lothar Fuhlrott) Date: Tue, 13 Jul 2004 11:37:29 +0200 Subject: Fw: Fw: [rt-users] Re-Logging in / "Attempt to free unreferencedscalar" Message-ID: <017401c468bd$042d45c0$091ba8c0@freiburg> I did what you told me and installed Apache 1.3.31 with mod_perl 1.29. There were no compilation problems. But nothing has changed, the error messages are the same as before. Obviously there's something wrong with my Perl configuration, but I'm at a loss at finding out what Here another message in rt.log when I've logged out and in again at the web interface without shutting my browser down and then try to enter a menu: "[warning]: Attempt to free unreferenced scalar: SV 0x968d240 at /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 616." Any idea? Thanks Lothar ----- Original Message ----- From: "Lothar Fuhlrott" To: Cc: Sent: Tuesday, July 13, 2004 8:45 AM Subject: Fw: Fw: [rt-users] Re-Logging in / "Attempt to free unreferencedscalar" > The output of perl -V seems okay to me: > > Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS USE_LARGE_FILES > PERL_IMPLICIT_CONTEXT > Built under linux > Compiled at Mar 23 2004 20:56:34 > @INC: > /usr/lib/perl5/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/5.8.3 > /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi > /usr/lib/perl5/site_perl/5.8.3 > /usr/lib/perl5/site_perl/5.8.2 > /usr/lib/perl5/site_perl/5.8.1 > /usr/lib/perl5/site_perl/5.8.0 > /usr/lib/perl5/site_perl > /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi > /usr/lib/perl5/vendor_perl/5.8.3 > /usr/lib/perl5/vendor_perl/5.8.2 > /usr/lib/perl5/vendor_perl/5.8.1 > /usr/lib/perl5/vendor_perl/5.8.0 > /usr/lib/perl5/vendor_perl > > I created a 5.8.3-symlink to /usr/bin/perl to avoid any confusion between > the different versions. > I did not use the Red Hat-mod_perl.rpm, but built the mod_perl-1.99_13 > tarball. > > > Date: Mon, 12 Jul 2004 20:00:57 +0400 > > From: "Ruslan U. Zakirov" > > User-Agent: Mozilla/5.0 (X11; U; Linux i686; ru-RU; rv:1.6) Gecko/20040331 > > X-Accept-Language: ru, en > > To: Lothar Fuhlrott > > CC: rt-users at lists.bestpractical.com > > Subject: Re: Fw: [rt-users] Re-Logging in / "Attempt to free unreferenced > > scalar" > > In-Reply-To: <055801c4681d$ed1d57c0$091ba8c0 at freiburg> > > X-Virus-Scanned: by amavisd-milter (http://amavis.org/) > > > > Lothar Fuhlrott wrote: > > > Well, I believed in the RTWiki lines on Compiling Perl: "mod_perl2 can > be > > > compiled only as DSO and it's working fine". > > > Lothar > > I'm sorry that you were confused with this sentence. It's all about DSO > > vs static, but not about MP2 stability. > > > > IMHO errors comes from perl mainly. > > RH9 does have perl5.8.0. Did you rebuild mod_perl after new perl > > install? What version of MP2 do you have? If it's RH9 RPMs then throw it > > away, in our days you shouldn't use anything except 1.99_14 or higher. > > > > perl -V? > > > > > > > > Date: Mon, 12 Jul 2004 08:24:24 -0500 > > > > > >>From: Kenneth Marshall > > >>To: Lothar Fuhlrott > > >>Subject: Re: [rt-users] Re-Logging in / "Attempt to free unreferenced > > > > > > scalar" > > > > > >>In-Reply-To: <04f401c46810$a72f31f0$091ba8c0 at freiburg> > > >>User-Agent: Mutt/1.4.2i > > >>X-Virus-Scanned: by amavisd-milter (http://amavis.org/) > > >>X-Virus-Scanned: by amavis-20030314-p2 at is.rice.edu > > >> > > >>Not to be anti-progress, but isnt' mod_perl for Apache 2.x still > > >>in beta. I would give it a try with Apache 1.3.31 and mod_perl 1.29. > > >> > > >>--Ken > > >> > > >>On Mon, Jul 12, 2004 at 03:03:40PM +0200, Lothar Fuhlrott wrote: > > >> > > >>>Hi out there, > > >>> > > >>>having installed RT 3.2.0 with Red Hat 9 Shrike, Apache > > > > > > 2.0.50/mod_perl2, > > > > > >>>Sendmail 8.12.8, Perl 5.8.3 I am still running into problems, > > >>> > > >>>(1) Everytime a web browser "touches" the site, tail -f > > > > > > /var/log/messages > > > > > >>>will produce a whole bunch of messages like this: > > >>> > > >>>Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV > > >>>0x96e7c84 at /usr/local/rt/share/html/Elements/Quicksearch line 24. > > >>>Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV > > >>>0x9637474 at /usr/local/rt/share/html/autohandler line 24. > > >>>Jul 12 13:49:07 salvador RT: Attempt to free unreferenced scalar: SV > > >>>0x96e9f20 at /usr/local/rt/share/html/autohandler line 24. > > >>>Jul 12 13:49:08 salvador RT: Attempt to free unreferenced scalar: SV > > >>>0x971bea4 at /usr/local/rt/share/html/Elements/SelectMatch line 34. > > >>> > > >>>I don't know if this does any harm, but I'd like to know what it means > > >>>anyway... > > >>> > > >>>(2) After I have logged out and then in again (same user or not, no > > >>>difference), RT is kicking me out and showing the login screen every > > > > > > time I > > > > > >>>try to call upon a menu. Only closing down the browser on the client > > > > > > machine > > > > > >>>and restarting it will solve the problem. > > >>> > > >>>What's going wrong? Sorry if it's something simple, but I'm an expert > > >>>neither in Perl nor Apache. > > >>>Thanks to anyone trying to help. > > > > ----- End forwarded message ----- > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From michael at maurer-it.com Tue Jul 13 05:43:18 2004 From: michael at maurer-it.com (Michael Pilz) Date: Tue, 13 Jul 2004 11:43:18 +0200 Subject: [rt-users] error when follow the link on approval page Message-ID: <6BF63CAE93547240837044995C8ACC2C01D5F6@himalaya.maurer-it.com> hi i set up approval and it works fine with this scrip, On Create Create Tickets with template approval and this template ===Create-Ticket: Approval Subject: Approval for TOP Depended-On-By: TOP Queue: Approvals Type: Approval Content: Someone has created a ticket. you should review and approve it, so they can finish their work ENDOFCONTENT when i follow the link Subject: Approval for {$Tickets{'TOP'}->Subject} on the approval page http://mydomain.com/request-tracker/Approvals/Display.html?id=xxxx i get the following error: Tickets which depend on this approval: System error error: Can't call method "Next" on an undefined value at /usr/share/request-tracker3/html/Ticket/Elements/ShowAttachments line 64. context: ... 60: 61: <%INIT> 62: my %documents; 63: 64: while ( my $attach = $Attachments->Next() ) { 65: next unless ($attach->Filename()); 66: unshift( @{ $documents{ $attach->Filename } }, $attach ); 67: } 68: ... code stack: /usr/share/request-tracker3/html/Ticket/Elements/ShowAttachments:64 /usr/share/request-tracker3/html/Ticket/Elements/ShowSummary:68 /usr/share/request-tracker3/html/Approvals/Elements/ShowDependency:47 /usr/share/request-tracker3/html/Approvals/Display.html:40 /usr/share/request-tracker3/html/autohandler:196 raw error MySetup: Debian sarge testing apache 1.3.29 perl 5.8.3 rt 3.0.10 please help, regards michael --------------------------------------------- Michael Pilz Projektleiter __ __ __ /_/ /_/ /_/ Maurer IT Systeml?sungen KEG Kohlgasse 51/9, A-1050 Wien __ __ www: www.maurer-it.com /_/ /_/ mail: michael at maurer-it.com phone: +43 1 545 449 714 __ __ fax: +43 1 545 449 722 /_/ /_/ mobile: +43 699 43 53 9 From cubic at acronis.ru Tue Jul 13 05:50:23 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 13 Jul 2004 13:50:23 +0400 Subject: Fw: Fw: [rt-users] Re-Logging in / "Attempt to free unreferencedscalar" In-Reply-To: <017401c468bd$042d45c0$091ba8c0@freiburg> References: <017401c468bd$042d45c0$091ba8c0@freiburg> Message-ID: <40F3B05F.8020205@acronis.ru> Do you use modules(DBI, DBD...) from old perl paths? Lothar Fuhlrott wrote: > I did what you told me and installed Apache 1.3.31 with mod_perl 1.29. There > were no compilation problems. But nothing has changed, the error messages > are the same as before. Obviously there's something wrong with my Perl > configuration, but I'm at a loss at finding out what > Here another message in rt.log when I've logged out and in again at the web > interface without shutting my browser down and then try to enter a menu: > "[warning]: Attempt to free unreferenced scalar: SV 0x968d240 at > /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 616." > Any idea? > Thanks > Lothar > > ----- Original Message ----- > From: "Lothar Fuhlrott" > To: > Cc: > Sent: Tuesday, July 13, 2004 8:45 AM > Subject: Fw: Fw: [rt-users] Re-Logging in / "Attempt to free > unreferencedscalar" > > > >>The output of perl -V seems okay to me: >> >> Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS USE_LARGE_FILES >>PERL_IMPLICIT_CONTEXT >> Built under linux >> Compiled at Mar 23 2004 20:56:34 >> @INC: >> /usr/lib/perl5/5.8.3/i386-linux-thread-multi >> /usr/lib/perl5/5.8.3 >> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi >> /usr/lib/perl5/site_perl/5.8.3 >> /usr/lib/perl5/site_perl/5.8.2 >> /usr/lib/perl5/site_perl/5.8.1 >> /usr/lib/perl5/site_perl/5.8.0 >> /usr/lib/perl5/site_perl >> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi >> /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi >> /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi >> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi >> /usr/lib/perl5/vendor_perl/5.8.3 >> /usr/lib/perl5/vendor_perl/5.8.2 >> /usr/lib/perl5/vendor_perl/5.8.1 >> /usr/lib/perl5/vendor_perl/5.8.0 >> /usr/lib/perl5/vendor_perl >> >>I created a 5.8.3-symlink to /usr/bin/perl to avoid any confusion between >>the different versions. >>I did not use the Red Hat-mod_perl.rpm, but built the mod_perl-1.99_13 >>tarball. >> >> >>>Date: Mon, 12 Jul 2004 20:00:57 +0400 >>>From: "Ruslan U. Zakirov" >>>User-Agent: Mozilla/5.0 (X11; U; Linux i686; ru-RU; rv:1.6) > > Gecko/20040331 > >>>X-Accept-Language: ru, en >>>To: Lothar Fuhlrott >>>CC: rt-users at lists.bestpractical.com >>>Subject: Re: Fw: [rt-users] Re-Logging in / "Attempt to free > > unreferenced > >>> scalar" >>>In-Reply-To: <055801c4681d$ed1d57c0$091ba8c0 at freiburg> >>>X-Virus-Scanned: by amavisd-milter (http://amavis.org/) >>> >>>Lothar Fuhlrott wrote: >>> >>>>Well, I believed in the RTWiki lines on Compiling Perl: "mod_perl2 can >> >>be >> >>>>compiled only as DSO and it's working fine". >>>>Lothar >>> >>>I'm sorry that you were confused with this sentence. It's all about DSO >>>vs static, but not about MP2 stability. >>> >>>IMHO errors comes from perl mainly. >>>RH9 does have perl5.8.0. Did you rebuild mod_perl after new perl >>>install? What version of MP2 do you have? If it's RH9 RPMs then throw it >>>away, in our days you shouldn't use anything except 1.99_14 or higher. >>> >>>perl -V? >>> >>> >>>>Date: Mon, 12 Jul 2004 08:24:24 -0500 >>>> >>>> >>>>>From: Kenneth Marshall >>>>>To: Lothar Fuhlrott >>>>>Subject: Re: [rt-users] Re-Logging in / "Attempt to free unreferenced >>>> >>>>scalar" >>>> >>>> >>>>>In-Reply-To: <04f401c46810$a72f31f0$091ba8c0 at freiburg> >>>>>User-Agent: Mutt/1.4.2i >>>>>X-Virus-Scanned: by amavisd-milter (http://amavis.org/) >>>>>X-Virus-Scanned: by amavis-20030314-p2 at is.rice.edu >>>>> >>>>>Not to be anti-progress, but isnt' mod_perl for Apache 2.x still >>>>>in beta. I would give it a try with Apache 1.3.31 and mod_perl 1.29. >>>>> >>>>>--Ken >>>>> >>>>>On Mon, Jul 12, 2004 at 03:03:40PM +0200, Lothar Fuhlrott wrote: >>>>> >>>>> >>>>>>Hi out there, >>>>>> >>>>>>having installed RT 3.2.0 with Red Hat 9 Shrike, Apache >>>> >>>>2.0.50/mod_perl2, >>>> >>>> >>>>>>Sendmail 8.12.8, Perl 5.8.3 I am still running into problems, >>>>>> >>>>>>(1) Everytime a web browser "touches" the site, tail -f >>>> >>>>/var/log/messages >>>> >>>> >>>>>>will produce a whole bunch of messages like this: >>>>>> >>>>>>Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV >>>>>>0x96e7c84 at /usr/local/rt/share/html/Elements/Quicksearch line 24. >>>>>>Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV >>>>>>0x9637474 at /usr/local/rt/share/html/autohandler line 24. >>>>>>Jul 12 13:49:07 salvador RT: Attempt to free unreferenced scalar: SV >>>>>>0x96e9f20 at /usr/local/rt/share/html/autohandler line 24. >>>>>>Jul 12 13:49:08 salvador RT: Attempt to free unreferenced scalar: SV >>>>>>0x971bea4 at /usr/local/rt/share/html/Elements/SelectMatch line 34. >>>>>> >>>>>>I don't know if this does any harm, but I'd like to know what it > > means > >>>>>>anyway... >>>>>> >>>>>>(2) After I have logged out and then in again (same user or not, no >>>>>>difference), RT is kicking me out and showing the login screen every >>>> >>>>time I >>>> >>>> >>>>>>try to call upon a menu. Only closing down the browser on the client >>>> >>>>machine >>>> >>>> >>>>>>and restarting it will solve the problem. >>>>>> >>>>>>What's going wrong? Sorry if it's something simple, but I'm an expert >>>>>>neither in Perl nor Apache. >>>>>>Thanks to anyone trying to help. >>> >>>----- End forwarded message ----- >>> >> >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From C.A.Vincent at newcastle.ac.uk Tue Jul 13 05:57:13 2004 From: C.A.Vincent at newcastle.ac.uk (Carl Vincent) Date: Tue, 13 Jul 2004 10:57:13 +0100 Subject: [rt-users] Searching with OR in RT3.2.0 Message-ID: <37E80E80B681A24B8F768D607373CA800103D9BB@largo.campus.ncl.ac.uk> Hi, I'm writing some documentation before releasing 3.2 on my unsuspecting users but I've discovered a problem. If I enter a search term with Query Builder, then enter another, it ignores me if I select 'OR' for the aggregator. I also can't change the AND to an OR in the Query box. To achieve this I have to take the second term, click the '<' button and then the 'and/or' button. My users are going to have no end of trouble with this, and it doesn't look to me like it's what was intended... Is there a fix? Cheers Carl -=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=-=- Carl Vincent http://www.netskills.ac.uk/ (URL) Systems, Software, Webmaster 0191 222 5003 (voice) NETSKILLS - Quality Internet Training 0191 222 5001 (fax) From csplist at gam.co.za Tue Jul 13 15:04:55 2004 From: csplist at gam.co.za (Shawn Jooste (CSP)) Date: Tue, 13 Jul 2004 12:04:55 -0700 Subject: [rt-users] RT_Siteconfig.pm Message-ID: <40F43257.7060202@gam.co.za> Hi, could someone send me a RT_SiteConfig.pm file, for Fedora Core1 running PostgreSQL and Apache2 and Modperl2. I think my problems are related to my config. Thanx Shawn From michael at maurer-it.com Tue Jul 13 06:17:16 2004 From: michael at maurer-it.com (Michael Pilz) Date: Tue, 13 Jul 2004 12:17:16 +0200 Subject: [rt-users] modify ticket Message-ID: <6BF63CAE93547240837044995C8ACC2C01D5F7@himalaya.maurer-it.com> hi is there a way to split the modify ticket right i need a user with the right to comment but not change status on tickets regards michael MySetup: Debian sarge testing apache 1.3.29 perl 5.8.3 rt 3.0.10 --------------------------------------------- Michael Pilz Projektleiter __ __ __ /_/ /_/ /_/ Maurer IT Systeml?sungen KEG Kohlgasse 51/9, A-1050 Wien __ __ www: www.maurer-it.com /_/ /_/ mail: michael at maurer-it.com phone: +43 1 545 449 714 __ __ fax: +43 1 545 449 722 /_/ /_/ mobile: +43 699 43 53 9 From dv at proasyl.de Tue Jul 13 06:29:02 2004 From: dv at proasyl.de (Lothar Fuhlrott) Date: Tue, 13 Jul 2004 12:29:02 +0200 Subject: [rt-users] Re-Logging in / "Attempt to free unreferencedscalar"] Message-ID: <01e101c468c4$3ab5d3d0$091ba8c0@freiburg> The question may be dumb, but how do I find out about the old paths? And what would I have to do to move them to new ones? I used CPAN to install the modules after upgrading to Perl 5.8.3, and the CPAN-snapshot tells me they are all there. > Date: Tue, 13 Jul 2004 13:50:23 +0400 > From: "Ruslan U. Zakirov" > User-Agent: Mozilla/5.0 (X11; U; Linux i686; ru-RU; rv:1.6) Gecko/20040331 > X-Accept-Language: ru, en > To: Lothar Fuhlrott > CC: ktm at is.rice.edu, > Subject: Re: Fw: Fw: [rt-users] Re-Logging in / "Attempt to free unreferencedscalar" > In-Reply-To: <017401c468bd$042d45c0$091ba8c0 at freiburg> > X-Virus-Scanned: by amavisd-milter (http://amavis.org/) > > Do you use modules(DBI, DBD...) from old perl paths? > > Lothar Fuhlrott wrote: > > I did what you told me and installed Apache 1.3.31 with mod_perl 1.29. There > > were no compilation problems. But nothing has changed, the error messages > > are the same as before. Obviously there's something wrong with my Perl > > configuration, but I'm at a loss at finding out what > > Here another message in rt.log when I've logged out and in again at the web > > interface without shutting my browser down and then try to enter a menu: > > "[warning]: Attempt to free unreferenced scalar: SV 0x968d240 at > > /usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 616." > > Any idea? > > Thanks > > Lothar > > > > ----- Original Message ----- > > From: "Lothar Fuhlrott" > > To: > > Cc: > > Sent: Tuesday, July 13, 2004 8:45 AM > > Subject: Fw: Fw: [rt-users] Re-Logging in / "Attempt to free > > unreferencedscalar" > > > > > > > >>The output of perl -V seems okay to me: > >> > >> Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS USE_LARGE_FILES > >>PERL_IMPLICIT_CONTEXT > >> Built under linux > >> Compiled at Mar 23 2004 20:56:34 > >> @INC: > >> /usr/lib/perl5/5.8.3/i386-linux-thread-multi > >> /usr/lib/perl5/5.8.3 > >> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi > >> /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi > >> /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi > >> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi > >> /usr/lib/perl5/site_perl/5.8.3 > >> /usr/lib/perl5/site_perl/5.8.2 > >> /usr/lib/perl5/site_perl/5.8.1 > >> /usr/lib/perl5/site_perl/5.8.0 > >> /usr/lib/perl5/site_perl > >> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > >> /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi > >> /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi > >> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi > >> /usr/lib/perl5/vendor_perl/5.8.3 > >> /usr/lib/perl5/vendor_perl/5.8.2 > >> /usr/lib/perl5/vendor_perl/5.8.1 > >> /usr/lib/perl5/vendor_perl/5.8.0 > >> /usr/lib/perl5/vendor_perl > >> > >>I created a 5.8.3-symlink to /usr/bin/perl to avoid any confusion between > >>the different versions. > >>I did not use the Red Hat-mod_perl.rpm, but built the mod_perl-1.99_13 > >>tarball. > >> > >> > >>>Date: Mon, 12 Jul 2004 20:00:57 +0400 > >>>From: "Ruslan U. Zakirov" > >>>User-Agent: Mozilla/5.0 (X11; U; Linux i686; ru-RU; rv:1.6) > > > > Gecko/20040331 > > > >>>X-Accept-Language: ru, en > >>>To: Lothar Fuhlrott > >>>CC: rt-users at lists.bestpractical.com > >>>Subject: Re: Fw: [rt-users] Re-Logging in / "Attempt to free > > > > unreferenced > > > >>> scalar" > >>>In-Reply-To: <055801c4681d$ed1d57c0$091ba8c0 at freiburg> > >>>X-Virus-Scanned: by amavisd-milter (http://amavis.org/) > >>> > >>>Lothar Fuhlrott wrote: > >>> > >>>>Well, I believed in the RTWiki lines on Compiling Perl: "mod_perl2 can > >> > >>be > >> > >>>>compiled only as DSO and it's working fine". > >>>>Lothar > >>> > >>>I'm sorry that you were confused with this sentence. It's all about DSO > >>>vs static, but not about MP2 stability. > >>> > >>>IMHO errors comes from perl mainly. > >>>RH9 does have perl5.8.0. Did you rebuild mod_perl after new perl > >>>install? What version of MP2 do you have? If it's RH9 RPMs then throw it > >>>away, in our days you shouldn't use anything except 1.99_14 or higher. > >>> > >>>perl -V? > >>> > >>> > >>>>Date: Mon, 12 Jul 2004 08:24:24 -0500 > >>>> > >>>> > >>>>>From: Kenneth Marshall > >>>>>To: Lothar Fuhlrott > >>>>>Subject: Re: [rt-users] Re-Logging in / "Attempt to free unreferenced > >>>> > >>>>scalar" > >>>> > >>>> > >>>>>In-Reply-To: <04f401c46810$a72f31f0$091ba8c0 at freiburg> > >>>>>User-Agent: Mutt/1.4.2i > >>>>>X-Virus-Scanned: by amavisd-milter (http://amavis.org/) > >>>>>X-Virus-Scanned: by amavis-20030314-p2 at is.rice.edu > >>>>> > >>>>>Not to be anti-progress, but isnt' mod_perl for Apache 2.x still > >>>>>in beta. I would give it a try with Apache 1.3.31 and mod_perl 1.29. > >>>>> > >>>>>--Ken > >>>>> > >>>>>On Mon, Jul 12, 2004 at 03:03:40PM +0200, Lothar Fuhlrott wrote: > >>>>> > >>>>> > >>>>>>Hi out there, > >>>>>> > >>>>>>having installed RT 3.2.0 with Red Hat 9 Shrike, Apache > >>>> > >>>>2.0.50/mod_perl2, > >>>> > >>>> > >>>>>>Sendmail 8.12.8, Perl 5.8.3 I am still running into problems, > >>>>>> > >>>>>>(1) Everytime a web browser "touches" the site, tail -f > >>>> > >>>>/var/log/messages > >>>> > >>>> > >>>>>>will produce a whole bunch of messages like this: > >>>>>> > >>>>>>Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV > >>>>>>0x96e7c84 at /usr/local/rt/share/html/Elements/Quicksearch line 24. > >>>>>>Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV > >>>>>>0x9637474 at /usr/local/rt/share/html/autohandler line 24. > >>>>>>Jul 12 13:49:07 salvador RT: Attempt to free unreferenced scalar: SV > >>>>>>0x96e9f20 at /usr/local/rt/share/html/autohandler line 24. > >>>>>>Jul 12 13:49:08 salvador RT: Attempt to free unreferenced scalar: SV > >>>>>>0x971bea4 at /usr/local/rt/share/html/Elements/SelectMatch line 34. > >>>>>> > >>>>>>I don't know if this does any harm, but I'd like to know what it > > > > means > > > >>>>>>anyway... > >>>>>> > >>>>>>(2) After I have logged out and then in again (same user or not, no > >>>>>>difference), RT is kicking me out and showing the login screen every > >>>> > >>>>time I > >>>> > >>>> > >>>>>>try to call upon a menu. Only closing down the browser on the client > >>>> > >>>>machine > >>>> > >>>> > >>>>>>and restarting it will solve the problem. > >>>>>> > >>>>>>What's going wrong? Sorry if it's something simple, but I'm an expert > >>>>>>neither in Perl nor Apache. > >>>>>>Thanks to anyone trying to help. > >>> > >>>----- End forwarded message ----- > >>> > >> > >>_______________________________________________ > >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >> > >>Be sure to check out the RT wiki at http://wiki.bestpractical.com > >> > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > ----- End forwarded message ----- > From cubic at acronis.ru Tue Jul 13 06:40:31 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 13 Jul 2004 14:40:31 +0400 Subject: [rt-users] Re-Logging in / "Attempt to free unreferencedscalar"] In-Reply-To: <01e101c468c4$3ab5d3d0$091ba8c0@freiburg> References: <01e101c468c4$3ab5d3d0$091ba8c0@freiburg> Message-ID: <40F3BC1F.8040906@acronis.ru> In CPAN shell you can use force command. > force test DBI ... if OK then > force install DBI In archives there is threads about such problems. As variant you can rebuild perl with same config, but without old paths in INC. use CPAN 'autobundle' command to get current module list snapshot. Lothar Fuhlrott wrote: > The question may be dumb, but how do I find out about the old paths? And > what would I have to do to move them to new ones? > I used CPAN to install the modules after upgrading to Perl 5.8.3, and the > CPAN-snapshot tells me they are all there. > > >>Date: Tue, 13 Jul 2004 13:50:23 +0400 >>From: "Ruslan U. Zakirov" >>User-Agent: Mozilla/5.0 (X11; U; Linux i686; ru-RU; rv:1.6) Gecko/20040331 >>X-Accept-Language: ru, en >>To: Lothar Fuhlrott >>CC: ktm at is.rice.edu, > Subject: Re: Fw: Fw: [rt-users] Re-Logging in / > > "Attempt to free unreferencedscalar" > >>In-Reply-To: <017401c468bd$042d45c0$091ba8c0 at freiburg> >>X-Virus-Scanned: by amavisd-milter (http://amavis.org/) >> >>Do you use modules(DBI, DBD...) from old perl paths? >> >>Lothar Fuhlrott wrote: >> >>>I did what you told me and installed Apache 1.3.31 with mod_perl 1.29. > > There > >>>were no compilation problems. But nothing has changed, the error > > messages > >>>are the same as before. Obviously there's something wrong with my Perl >>>configuration, but I'm at a loss at finding out what >>>Here another message in rt.log when I've logged out and in again at the > > web > >>>interface without shutting my browser down and then try to enter a menu: >>>"[warning]: Attempt to free unreferenced scalar: SV 0x968d240 at >>>/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 616." >>>Any idea? >>>Thanks >>>Lothar >>> >>>----- Original Message ----- >>>From: "Lothar Fuhlrott" >>>To: >>>Cc: >>>Sent: Tuesday, July 13, 2004 8:45 AM >>>Subject: Fw: Fw: [rt-users] Re-Logging in / "Attempt to free >>>unreferencedscalar" >>> >>> >>> >>> >>>>The output of perl -V seems okay to me: >>>> >>>>Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS > > USE_LARGE_FILES > >>>>PERL_IMPLICIT_CONTEXT >>>> Built under linux >>>> Compiled at Mar 23 2004 20:56:34 >>>> @INC: >>>> /usr/lib/perl5/5.8.3/i386-linux-thread-multi >>>> /usr/lib/perl5/5.8.3 >>>> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi >>>> /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi >>>> /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi >>>> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi >>>> /usr/lib/perl5/site_perl/5.8.3 >>>> /usr/lib/perl5/site_perl/5.8.2 >>>> /usr/lib/perl5/site_perl/5.8.1 >>>> /usr/lib/perl5/site_perl/5.8.0 >>>> /usr/lib/perl5/site_perl >>>> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi >>>> /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi >>>> /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi >>>> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi >>>> /usr/lib/perl5/vendor_perl/5.8.3 >>>> /usr/lib/perl5/vendor_perl/5.8.2 >>>> /usr/lib/perl5/vendor_perl/5.8.1 >>>> /usr/lib/perl5/vendor_perl/5.8.0 >>>> /usr/lib/perl5/vendor_perl >>>> >>>>I created a 5.8.3-symlink to /usr/bin/perl to avoid any confusion > > between > >>>>the different versions. >>>>I did not use the Red Hat-mod_perl.rpm, but built the mod_perl-1.99_13 >>>>tarball. >>>> >>>> >>>> >>>>>Date: Mon, 12 Jul 2004 20:00:57 +0400 >>>>>From: "Ruslan U. Zakirov" >>>>>User-Agent: Mozilla/5.0 (X11; U; Linux i686; ru-RU; rv:1.6) >>> >>>Gecko/20040331 >>> >>> >>>>>X-Accept-Language: ru, en >>>>>To: Lothar Fuhlrott >>>>>CC: rt-users at lists.bestpractical.com >>>>>Subject: Re: Fw: [rt-users] Re-Logging in / "Attempt to free >>> >>>unreferenced >>> >>> >>>>>scalar" >>>>>In-Reply-To: <055801c4681d$ed1d57c0$091ba8c0 at freiburg> >>>>>X-Virus-Scanned: by amavisd-milter (http://amavis.org/) >>>>> >>>>>Lothar Fuhlrott wrote: >>>>> >>>>> >>>>>>Well, I believed in the RTWiki lines on Compiling Perl: "mod_perl2 can >>>> >>>>be >>>> >>>> >>>>>>compiled only as DSO and it's working fine". >>>>>>Lothar >>>>> >>>>>I'm sorry that you were confused with this sentence. It's all about DSO >>>>>vs static, but not about MP2 stability. >>>>> >>>>>IMHO errors comes from perl mainly. >>>>>RH9 does have perl5.8.0. Did you rebuild mod_perl after new perl >>>>>install? What version of MP2 do you have? If it's RH9 RPMs then throw > > it > >>>>>away, in our days you shouldn't use anything except 1.99_14 or higher. >>>>> >>>>>perl -V? >>>>> >>>>> >>>>> >>>>>>Date: Mon, 12 Jul 2004 08:24:24 -0500 >>>>>> >>>>>> >>>>>> >>>>>>>From: Kenneth Marshall >>>>>>>To: Lothar Fuhlrott >>>>>>>Subject: Re: [rt-users] Re-Logging in / "Attempt to free unreferenced >>>>>> >>>>>>scalar" >>>>>> >>>>>> >>>>>> >>>>>>>In-Reply-To: <04f401c46810$a72f31f0$091ba8c0 at freiburg> >>>>>>>User-Agent: Mutt/1.4.2i >>>>>>>X-Virus-Scanned: by amavisd-milter (http://amavis.org/) >>>>>>>X-Virus-Scanned: by amavis-20030314-p2 at is.rice.edu >>>>>>> >>>>>>>Not to be anti-progress, but isnt' mod_perl for Apache 2.x still >>>>>>>in beta. I would give it a try with Apache 1.3.31 and mod_perl 1.29. >>>>>>> >>>>>>>--Ken >>>>>>> >>>>>>>On Mon, Jul 12, 2004 at 03:03:40PM +0200, Lothar Fuhlrott wrote: >>>>>>> >>>>>>> >>>>>>> >>>>>>>>Hi out there, >>>>>>>> >>>>>>>>having installed RT 3.2.0 with Red Hat 9 Shrike, Apache >>>>>> >>>>>>2.0.50/mod_perl2, >>>>>> >>>>>> >>>>>> >>>>>>>>Sendmail 8.12.8, Perl 5.8.3 I am still running into problems, >>>>>>>> >>>>>>>>(1) Everytime a web browser "touches" the site, tail -f >>>>>> >>>>>>/var/log/messages >>>>>> >>>>>> >>>>>> >>>>>>>>will produce a whole bunch of messages like this: >>>>>>>> >>>>>>>>Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV >>>>>>>>0x96e7c84 at /usr/local/rt/share/html/Elements/Quicksearch line 24. >>>>>>>>Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV >>>>>>>>0x9637474 at /usr/local/rt/share/html/autohandler line 24. >>>>>>>>Jul 12 13:49:07 salvador RT: Attempt to free unreferenced scalar: SV >>>>>>>>0x96e9f20 at /usr/local/rt/share/html/autohandler line 24. >>>>>>>>Jul 12 13:49:08 salvador RT: Attempt to free unreferenced scalar: SV >>>>>>>>0x971bea4 at /usr/local/rt/share/html/Elements/SelectMatch line 34. >>>>>>>> >>>>>>>>I don't know if this does any harm, but I'd like to know what it >>> >>>means >>> >>> >>>>>>>>anyway... >>>>>>>> >>>>>>>>(2) After I have logged out and then in again (same user or not, no >>>>>>>>difference), RT is kicking me out and showing the login screen every >>>>>> >>>>>>time I >>>>>> >>>>>> >>>>>> >>>>>>>>try to call upon a menu. Only closing down the browser on the client >>>>>> >>>>>>machine >>>>>> >>>>>> >>>>>> >>>>>>>>and restarting it will solve the problem. >>>>>>>> >>>>>>>>What's going wrong? Sorry if it's something simple, but I'm an > > expert > >>>>>>>>neither in Perl nor Apache. >>>>>>>>Thanks to anyone trying to help. >>>>> >>>>>----- End forwarded message ----- >>>>> >>>> >>>>_______________________________________________ >>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>>Be sure to check out the RT wiki at http://wiki.bestpractical.com >>>> >>> >>> >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> >>----- End forwarded message ----- >> > > From charles at datasof.com Tue Jul 13 07:43:37 2004 From: charles at datasof.com (Charles A. Monteiro) Date: Tue, 13 Jul 2004 07:43:37 -0400 Subject: [rt-users] RT_Siteconfig.pm In-Reply-To: <40F43257.7060202@gam.co.za> References: <40F43257.7060202@gam.co.za> Message-ID: I would be interested in such a file myself, I am currently in the middle of installing RT with almost the exact configuration except that we are using RHEL instead of Fedora. thanks Charles On Tue, 13 Jul 2004 12:04:55 -0700, Shawn Jooste (CSP) wrote: > Hi, > > could someone send me a RT_SiteConfig.pm file, for Fedora Core1 running > PostgreSQL and Apache2 and Modperl2. I think my problems are related to > my config. > > Thanx > > Shawn > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- Using Opera's revolutionary e-mail client: http://www.opera.com/m2/ From neville_hobson at mentorg.com Tue Jul 13 07:31:44 2004 From: neville_hobson at mentorg.com (Hobson, Neville) Date: Tue, 13 Jul 2004 12:31:44 +0100 Subject: [rt-users] Database location on win32 Message-ID: <40A2891842052B40BF0AD6E6A83A9FA004AE18@svr-gbn-exc-02.mgc.mentorg.com> Having setup a initial test site of the win32 distribution of RT I now want to put the database in a more practical location than its default i.e at C:\Program Files\OurInternet\Common\mysql\data\rt3 How do I specify the location that will get used? Is there a simple way to move my test database or do I need to do an export and import from mysql? Neville -------------- next part -------------- An HTML attachment was scrubbed... URL: From wilson at cfi.co.ug Tue Jul 13 07:49:17 2004 From: wilson at cfi.co.ug (Wilson Abigaba) Date: Tue, 13 Jul 2004 14:49:17 +0300 Subject: [rt-users] Queue Nemes with spaces Message-ID: Hey, I've tried to name my queues with spaces but the only problem I encoutered was that mail doesn't work. Every thing is fine but when I set up a pipe such as generalenquiries: "|/usr/local/rt3/bin/rt-mailgate --queue 'General Enquiries' --action comment --url http://myrt.com" the error i get is that General: general at myrt.com User unknown Enquiries: enquiries at myrt.com User unknown I'm using rt3.0.9 on a freebsd 4.9 server running modperl 1.3,apache 1.3 and perl 5.8.3 Help please ------ Wilson From frahm at wohnheime.studentenwerk-hamburg.de Tue Jul 13 07:23:44 2004 From: frahm at wohnheime.studentenwerk-hamburg.de (Markus Frahm) Date: Tue, 13 Jul 2004 13:23:44 +0200 Subject: [rt-users] reopen stalled ticktes Message-ID: <200407131323.44992.frahm@wohnheime.studentenwerk-hamburg.de> Hello, I need a Skript for rt-crontool (Search,Condition and Action) which sets tickets, which are stalled and untouched for a certain amount of time, back to open. Can anybody help me? Thanks in advance. Greetings Markus Frahm From dv at proasyl.de Tue Jul 13 08:34:06 2004 From: dv at proasyl.de (Lothar Fuhlrott) Date: Tue, 13 Jul 2004 14:34:06 +0200 Subject: Fw: [rt-users] Re-Logging in / "Attempt to free unreferencedscalar" Message-ID: <026d01c468d5$b03606f0$091ba8c0@freiburg> Thanks a lot! Re-installing DBI by force really did the trick. Lothar > ----- Forwarded message from "Ruslan U. Zakirov" ----- > > Date: Tue, 13 Jul 2004 14:40:31 +0400 > From: "Ruslan U. Zakirov" > User-Agent: Mozilla/5.0 (X11; U; Linux i686; ru-RU; rv:1.6) Gecko/20040331 > X-Accept-Language: ru, en > To: Lothar Fuhlrott > CC: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] Re-Logging in / "Attempt to free unreferencedscalar"] > In-Reply-To: <01e101c468c4$3ab5d3d0$091ba8c0 at freiburg> > X-Virus-Scanned: by amavisd-milter (http://amavis.org/) > > In CPAN shell you can use force command. > > force test DBI > ... > if OK then > > force install DBI > > In archives there is threads about such problems. > As variant you can rebuild perl with same config, but without old paths > in INC. > use CPAN 'autobundle' command to get current module list snapshot. > > Lothar Fuhlrott wrote: > > The question may be dumb, but how do I find out about the old paths? And > > what would I have to do to move them to new ones? > > I used CPAN to install the modules after upgrading to Perl 5.8.3, and the > > CPAN-snapshot tells me they are all there. > > > > > >>Date: Tue, 13 Jul 2004 13:50:23 +0400 > >>From: "Ruslan U. Zakirov" > >>User-Agent: Mozilla/5.0 (X11; U; Linux i686; ru-RU; rv:1.6) Gecko/20040331 > >>X-Accept-Language: ru, en > >>To: Lothar Fuhlrott > >>CC: ktm at is.rice.edu, > Subject: Re: Fw: Fw: [rt-users] Re-Logging in / > > > > "Attempt to free unreferencedscalar" > > > >>In-Reply-To: <017401c468bd$042d45c0$091ba8c0 at freiburg> > >>X-Virus-Scanned: by amavisd-milter (http://amavis.org/) > >> > >>Do you use modules(DBI, DBD...) from old perl paths? > >> > >>Lothar Fuhlrott wrote: > >> > >>>I did what you told me and installed Apache 1.3.31 with mod_perl 1.29. > > > > There > > > >>>were no compilation problems. But nothing has changed, the error > > > > messages > > > >>>are the same as before. Obviously there's something wrong with my Perl > >>>configuration, but I'm at a loss at finding out what > >>>Here another message in rt.log when I've logged out and in again at the > > > > web > > > >>>interface without shutting my browser down and then try to enter a menu: > >>>"[warning]: Attempt to free unreferenced scalar: SV 0x968d240 at > >>>/usr/lib/perl5/site_perl/5.8.0/Apache/Session.pm line 616." > >>>Any idea? > >>>Thanks > >>>Lothar > >>> > >>>----- Original Message ----- > >>>From: "Lothar Fuhlrott" > >>>To: > >>>Cc: > >>>Sent: Tuesday, July 13, 2004 8:45 AM > >>>Subject: Fw: Fw: [rt-users] Re-Logging in / "Attempt to free > >>>unreferencedscalar" > >>> > >>> > >>> > >>> > >>>>The output of perl -V seems okay to me: > >>>> > >>>>Compile-time options: DEBUGGING MULTIPLICITY USE_ITHREADS > > > > USE_LARGE_FILES > > > >>>>PERL_IMPLICIT_CONTEXT > >>>> Built under linux > >>>> Compiled at Mar 23 2004 20:56:34 > >>>> @INC: > >>>> /usr/lib/perl5/5.8.3/i386-linux-thread-multi > >>>> /usr/lib/perl5/5.8.3 > >>>> /usr/lib/perl5/site_perl/5.8.3/i386-linux-thread-multi > >>>> /usr/lib/perl5/site_perl/5.8.2/i386-linux-thread-multi > >>>> /usr/lib/perl5/site_perl/5.8.1/i386-linux-thread-multi > >>>> /usr/lib/perl5/site_perl/5.8.0/i386-linux-thread-multi > >>>> /usr/lib/perl5/site_perl/5.8.3 > >>>> /usr/lib/perl5/site_perl/5.8.2 > >>>> /usr/lib/perl5/site_perl/5.8.1 > >>>> /usr/lib/perl5/site_perl/5.8.0 > >>>> /usr/lib/perl5/site_perl > >>>> /usr/lib/perl5/vendor_perl/5.8.3/i386-linux-thread-multi > >>>> /usr/lib/perl5/vendor_perl/5.8.2/i386-linux-thread-multi > >>>> /usr/lib/perl5/vendor_perl/5.8.1/i386-linux-thread-multi > >>>> /usr/lib/perl5/vendor_perl/5.8.0/i386-linux-thread-multi > >>>> /usr/lib/perl5/vendor_perl/5.8.3 > >>>> /usr/lib/perl5/vendor_perl/5.8.2 > >>>> /usr/lib/perl5/vendor_perl/5.8.1 > >>>> /usr/lib/perl5/vendor_perl/5.8.0 > >>>> /usr/lib/perl5/vendor_perl > >>>> > >>>>I created a 5.8.3-symlink to /usr/bin/perl to avoid any confusion > > > > between > > > >>>>the different versions. > >>>>I did not use the Red Hat-mod_perl.rpm, but built the mod_perl-1.99_13 > >>>>tarball. > >>>> > >>>> > >>>> > >>>>>Date: Mon, 12 Jul 2004 20:00:57 +0400 > >>>>>From: "Ruslan U. Zakirov" > >>>>>User-Agent: Mozilla/5.0 (X11; U; Linux i686; ru-RU; rv:1.6) > >>> > >>>Gecko/20040331 > >>> > >>> > >>>>>X-Accept-Language: ru, en > >>>>>To: Lothar Fuhlrott > >>>>>CC: rt-users at lists.bestpractical.com > >>>>>Subject: Re: Fw: [rt-users] Re-Logging in / "Attempt to free > >>> > >>>unreferenced > >>> > >>> > >>>>>scalar" > >>>>>In-Reply-To: <055801c4681d$ed1d57c0$091ba8c0 at freiburg> > >>>>>X-Virus-Scanned: by amavisd-milter (http://amavis.org/) > >>>>> > >>>>>Lothar Fuhlrott wrote: > >>>>> > >>>>> > >>>>>>Well, I believed in the RTWiki lines on Compiling Perl: "mod_perl2 can > >>>> > >>>>be > >>>> > >>>> > >>>>>>compiled only as DSO and it's working fine". > >>>>>>Lothar > >>>>> > >>>>>I'm sorry that you were confused with this sentence. It's all about DSO > >>>>>vs static, but not about MP2 stability. > >>>>> > >>>>>IMHO errors comes from perl mainly. > >>>>>RH9 does have perl5.8.0. Did you rebuild mod_perl after new perl > >>>>>install? What version of MP2 do you have? If it's RH9 RPMs then throw > > > > it > > > >>>>>away, in our days you shouldn't use anything except 1.99_14 or higher. > >>>>> > >>>>>perl -V? > >>>>> > >>>>> > >>>>> > >>>>>>Date: Mon, 12 Jul 2004 08:24:24 -0500 > >>>>>> > >>>>>> > >>>>>> > >>>>>>>From: Kenneth Marshall > >>>>>>>To: Lothar Fuhlrott > >>>>>>>Subject: Re: [rt-users] Re-Logging in / "Attempt to free unreferenced > >>>>>> > >>>>>>scalar" > >>>>>> > >>>>>> > >>>>>> > >>>>>>>In-Reply-To: <04f401c46810$a72f31f0$091ba8c0 at freiburg> > >>>>>>>User-Agent: Mutt/1.4.2i > >>>>>>>X-Virus-Scanned: by amavisd-milter (http://amavis.org/) > >>>>>>>X-Virus-Scanned: by amavis-20030314-p2 at is.rice.edu > >>>>>>> > >>>>>>>Not to be anti-progress, but isnt' mod_perl for Apache 2.x still > >>>>>>>in beta. I would give it a try with Apache 1.3.31 and mod_perl 1.29. > >>>>>>> > >>>>>>>--Ken > >>>>>>> > >>>>>>>On Mon, Jul 12, 2004 at 03:03:40PM +0200, Lothar Fuhlrott wrote: > >>>>>>> > >>>>>>> > >>>>>>> > >>>>>>>>Hi out there, > >>>>>>>> > >>>>>>>>having installed RT 3.2.0 with Red Hat 9 Shrike, Apache > >>>>>> > >>>>>>2.0.50/mod_perl2, > >>>>>> > >>>>>> > >>>>>> > >>>>>>>>Sendmail 8.12.8, Perl 5.8.3 I am still running into problems, > >>>>>>>> > >>>>>>>>(1) Everytime a web browser "touches" the site, tail -f > >>>>>> > >>>>>>/var/log/messages > >>>>>> > >>>>>> > >>>>>> > >>>>>>>>will produce a whole bunch of messages like this: > >>>>>>>> > >>>>>>>>Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV > >>>>>>>>0x96e7c84 at /usr/local/rt/share/html/Elements/Quicksearch line 24. > >>>>>>>>Jul 12 13:49:05 salvador RT: Attempt to free unreferenced scalar: SV > >>>>>>>>0x9637474 at /usr/local/rt/share/html/autohandler line 24. > >>>>>>>>Jul 12 13:49:07 salvador RT: Attempt to free unreferenced scalar: SV > >>>>>>>>0x96e9f20 at /usr/local/rt/share/html/autohandler line 24. > >>>>>>>>Jul 12 13:49:08 salvador RT: Attempt to free unreferenced scalar: SV > >>>>>>>>0x971bea4 at /usr/local/rt/share/html/Elements/SelectMatch line 34. > >>>>>>>> > >>>>>>>>I don't know if this does any harm, but I'd like to know what it > >>> > >>>means > >>> > >>> > >>>>>>>>anyway... > >>>>>>>> > >>>>>>>>(2) After I have logged out and then in again (same user or not, no > >>>>>>>>difference), RT is kicking me out and showing the login screen every > >>>>>> > >>>>>>time I > >>>>>> > >>>>>> > >>>>>> > >>>>>>>>try to call upon a menu. Only closing down the browser on the client > >>>>>> > >>>>>>machine > >>>>>> > >>>>>> > >>>>>> > >>>>>>>>and restarting it will solve the problem. > >>>>>>>> > >>>>>>>>What's going wrong? Sorry if it's something simple, but I'm an > > > > expert > > > >>>>>>>>neither in Perl nor Apache. > >>>>>>>>Thanks to anyone trying to help. > >>>>> > >>>>>----- End forwarded message ----- > >>>>> > >>>> > >>>>_______________________________________________ > >>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>>> > >>>>Be sure to check out the RT wiki at http://wiki.bestpractical.com > >>>> > >>> > >>> > >>>_______________________________________________ > >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >>> > >>>Be sure to check out the RT wiki at http://wiki.bestpractical.com > >> > >>----- End forwarded message ----- > >> > > > > > > ----- End forwarded message ----- > From gonzalo at linuxaus.com Tue Jul 13 08:53:42 2004 From: gonzalo at linuxaus.com (Gonzalo Servat) Date: Tue, 13 Jul 2004 22:53:42 +1000 Subject: [rt-users] Problems preparing system for RT install Message-ID: <1089723222.18008.128.camel@hades.servat.com> Hi All, I'm having some problems getting the right versions of software installed so that RT can install and work reliably. The system is running RedHat 9, under Virtuozzo (VPS software). It has the following packages installed: httpd-devel-2.0.40-21.3.3.swsoft httpd-2.0.40-21.3.6.swsoft mod_ssl-2.0.40-21.9 mod_perl-1.99_07-5 perl-5.8.0-88.3 The README file for RT 3.2.0 says "Perl 5.8.3 or later" with a nice warning about potential data corruption on earlier Perl versions, so I better not risk it. I installed Perl 5.8.4 in /usr/local. I figured I need to re-compile mod_perl now to use /usr/local/bin/perl. For some reason mod_perl does not compile successfully with Perl 5.8.4. I get errors like: gcc -I/usr/src/redhat/BUILD/mod_perl-1.99_07/src/modules/perl -I/usr/ src/redhat/BUILD/mod_perl-1.99_07/xs -I/usr/include/httpd -D_REENTRANT - D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/ usr/local/include -I/usr/include/gdbm -I/usr/local/lib/perl5/5.8.4/ i686-linux/CORE -DMOD_PERL -O2 -g -pipe -march=i386 -mcpu=i686 -fPIC \ -c modperl_env.c && mv modperl_env.o modperl_env.lo modperl_env.c: In function `modperl_env_hash_keys': modperl_env.c:48: `my_perl' undeclared (first use in this function) modperl_env.c:48: (Each undeclared identifier is reported only once modperl_env.c:48: for each function it appears in.) make[1]: *** [modperl_env.lo] Error 1 If I compile using the old /usr/bin/perl (ver 5.8.0), it works fine so I figured it's trying to use something that has been deprecated in Perl 5.8.4. That's just a wild guess. Anyway, I downloaded the src RPM for mod_perl-1.99_12 and it failed to compile as it needs Apache version 2.0.44 or higher. So I then installed Apache 2.0.49 and mod_perl finally compiled so things were starting to come together. Problem now is every other Apache module needs to be recompiled, as the "httpd-mmn" version has changed. At this point I decided this is too much as it was getting far too complicated and troublesome to continue so I went back to Apache2 2.0.40 & mod_perl 1.99_07. Perl version 5.8.4 is still in /usr/ local. I guess my question is - what are my options? Can I use FastCGI instead of mod_perl? (I've never used FastCGI) Thanks in advance and sorry about the long post. Regards, Gonzalo From barancev at ispras.ru Tue Jul 13 09:18:56 2004 From: barancev at ispras.ru (Alexei Barantsev) Date: Tue, 13 Jul 2004 17:18:56 +0400 Subject: [rt-users] dumpfile-to-rt-3.0 problem: parser: unterminated quoted string In-Reply-To: <200407130738.i6D7cU313195@nord.kazbek.ispras.ru> Message-ID: <200407131318.i6DDIw319491@nord.kazbek.ispras.ru> Could anybody explain me how is it supposed to put binary attachments to the DB? Postgres schema defines the 'content' column of the 'attachments' table having 'text' type, MySQL schema defines is as 'longtext'. Both these types are character ones and don't allow arbitrary binary data. How is it possible to put actual attachment content to such fields? Maybe there is a trick here? Where can I read about it? Regards, -- Alexei Barantsev UniTesK Product Line Manager, ISP RAS mailto: barancev at ispras.ru Phone : +7(095)912-5317(ext 4422) Web : http://unitesk.com/ > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Alexei Barantsev > Sent: Tuesday, July 13, 2004 11:38 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] dumpfile-to-rt-3.0 problem: parser: > unterminated quotedstring > > Hi, > > Now, I've coped with the subject encoding problem, I've > faced another one that was mentioned on the list several > times but no solution still found. > > Couldn't create attachment > $VAR1 = { > 'Subject' => '', > 'ContentType' => 'image/gif', > 'Filename' => 'configuration.gif', > 'Headers' => 'Content-Type: image/gif; > name="configuration.gif" > Content-Disposition: inline; filename="configuration.gif" > Content-Transfer-Encoding: base64 > ', > 'Creator' => '11', > 'Parent' => '1299', > 'Created' => '2002-09-13 14:49:07+00', > 'ContentEncoding' => 'base64', > 'id' => '1301', > 'TransactionId' => '1593' > }; > > ERROR: parser: unterminated quoted string at or near > "'GIF89a??" at character 380 > > It seems that import utility attempts to put decoded from > base64 binary stream (that is GIF image in my case) to the > 'content' column of the 'attachments' table. To do that it > creates invalid SQL query including this binary stream. > > Syslog shows the following: > > Jul 13 10:52:20 sever RT: DBD::Pg::st execute failed: > ERROR: parser: > unterminated quoted string at or near "'GIF89a?^A?" at > character 380 at > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm > line 410. > (/usr/local/rt3/lib/RT.pm:247) > Jul 13 10:52:20 sever RT: RT::Handle=HASH(0x8e0ef90) > couldn't execute the query 'INSERT INTO Attachments > (Subject, ContentType, Filename, Headers, Creator, Parent, > Created, ContentEncoding, Content, id, TransactionId) > VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm > line 417. > (/usr/local/rt3/lib/RT.pm:247) > Jul 13 10:52:20 sever RT: Died at > /home/barancev/tmp/rt2-to-rt3-1.23/dumpfile-to-rt-3.0 line 752. > (/usr/local/rt3/lib/RT.pm:254) > > Regards, > -- > Alexei Barantsev > UniTesK Product Line Manager, ISP RAS > mailto: barancev at ispras.ru > Phone : +7(095)912-5317(ext 4422) > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From cubic at acronis.ru Tue Jul 13 09:51:25 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Tue, 13 Jul 2004 17:51:25 +0400 Subject: [rt-users] Problems preparing system for RT install In-Reply-To: <1089723222.18008.128.camel@hades.servat.com> References: <1089723222.18008.128.camel@hades.servat.com> Message-ID: <40F3E8DD.9030200@acronis.ru> Gonzalo Servat wrote: > Hi All, > > I'm having some problems getting the right versions of software > installed so that RT can install and work reliably. > > The system is running RedHat 9, under Virtuozzo (VPS software). It has > the following packages installed: 1) wiki.bestpractical.com/?RHFAQ > > httpd-devel-2.0.40-21.3.3.swsoft > httpd-2.0.40-21.3.6.swsoft > mod_ssl-2.0.40-21.9 > mod_perl-1.99_07-5 2) forget about this. It's old(more then year). > perl-5.8.0-88.3 3) *attachments corruption* under this version. 4) Build new perl5.8.{3,4,...} As variant: wiki.bestpractical.com/?CompilingPerl My suggestion: don't mix paths(@INC). 5) Use Apache1.3.x+mp1.x or FastCGI for stable work. > > The README file for RT 3.2.0 says "Perl 5.8.3 or later" with a nice > warning about potential data corruption on earlier Perl versions, so I > better not risk it. I installed Perl 5.8.4 in /usr/local. I figured I > need to re-compile mod_perl now to use /usr/local/bin/perl. For some > reason mod_perl does not compile successfully with Perl 5.8.4. I get > errors like: > > gcc -I/usr/src/redhat/BUILD/mod_perl-1.99_07/src/modules/perl -I/usr/ > src/redhat/BUILD/mod_perl-1.99_07/xs -I/usr/include/httpd -D_REENTRANT - > D_GNU_SOURCE -DTHREADS_HAVE_PIDS -DDEBUGGING -fno-strict-aliasing -I/ > usr/local/include -I/usr/include/gdbm -I/usr/local/lib/perl5/5.8.4/ > i686-linux/CORE -DMOD_PERL -O2 -g -pipe -march=i386 -mcpu=i686 -fPIC \ > -c modperl_env.c && mv modperl_env.o modperl_env.lo > modperl_env.c: In function `modperl_env_hash_keys': > modperl_env.c:48: `my_perl' undeclared (first use in this function) > modperl_env.c:48: (Each undeclared identifier is reported only once > modperl_env.c:48: for each function it appears in.) > make[1]: *** [modperl_env.lo] Error 1 > > If I compile using the old /usr/bin/perl (ver 5.8.0), it works fine so I > figured it's trying to use something that has been deprecated in Perl > 5.8.4. Again 1.99_07 is too old. > That's just a wild guess. Anyway, I downloaded the src RPM for > mod_perl-1.99_12 and it failed to compile as it needs Apache version > 2.0.44 or higher. If it require it then something was broken before, at least IMHO there were security issues after .44 > So I then installed Apache 2.0.49 and mod_perl finally > compiled so things were starting to come together. Problem now is every > other Apache module needs to be recompiled, as the "httpd-mmn" version > has changed. At this point I decided this is too much as it was getting > far too complicated and troublesome to continue so I went back to > Apache2 2.0.40 & mod_perl 1.99_07. Perl version 5.8.4 is still in /usr/ > local. > > I guess my question is - what are my options? Can I use FastCGI instead > of mod_perl? (I've never used FastCGI) mp1 or FCGI For mp1: wiki.bestpractical.com/?ManualApache Ruslan. > > Thanks in advance and sorry about the long post. > > Regards, > Gonzalo From barancev at ispras.ru Tue Jul 13 09:52:01 2004 From: barancev at ispras.ru (Alexei Barantsev) Date: Tue, 13 Jul 2004 17:52:01 +0400 Subject: [rt-users] dumpfile-to-rt-3.0 problem: parser: unterminated quotedstring In-Reply-To: <200407130738.i6D7cU313195@nord.kazbek.ispras.ru> Message-ID: <200407131352.i6DDq3319959@nord.kazbek.ispras.ru> Hi, I've detected the reason of the problem, but I don't know how to woraroud it. The cause is that the attachment is marked as base64-encoded while IT IS NOT! It was base64-encoded in the RT2 database, I checked that up with direct SQL query. But serialized version of the ticket in the exported form contains decoded content of the attachment. I can't find decoding in rt-2.0-to-dumpfile script so it must be performed somewhere in the RT library (probably $att->Content() do that???). So dumpfile-to-rt-3.0 have to encode it back to base64 to be able to store it to the database. In this case the problem must be in this piece of code of the rt-2.0-to-dumpfile script: my $att_param ( sort keys %{ $att->{_AccessibleCache} } ) { if ($att_param eq 'Content') { $att_ds->{$att_param} = $att->Content(); } else { $att_ds->{$att_param} = $att->_Value($att_param) if (defined $att->_Value($att_param) ); } and actualy there is no need to decode attachment content if it is base64-encoded? Regards, -- Alexei Barantsev UniTesK Product Line Manager, ISP RAS mailto: barancev at ispras.ru Phone : +7(095)912-5317(ext 4422) Web : http://unitesk.com/ > -----Original Message----- > From: rt-users-bounces at lists.bestpractical.com > [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf > Of Alexei Barantsev > Sent: Tuesday, July 13, 2004 11:38 AM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] dumpfile-to-rt-3.0 problem: parser: > unterminated quotedstring > > Hi, > > Now, I've coped with the subject encoding problem, I've > faced another one that was mentioned on the list several > times but no solution still found. > > Couldn't create attachment > $VAR1 = { > 'Subject' => '', > 'ContentType' => 'image/gif', > 'Filename' => 'configuration.gif', > 'Headers' => 'Content-Type: image/gif; > name="configuration.gif" > Content-Disposition: inline; filename="configuration.gif" > Content-Transfer-Encoding: base64 > ', > 'Creator' => '11', > 'Parent' => '1299', > 'Created' => '2002-09-13 14:49:07+00', > 'ContentEncoding' => 'base64', > 'id' => '1301', > 'TransactionId' => '1593' > }; > > ERROR: parser: unterminated quoted string at or near > "'GIF89a??" at character 380 > > It seems that import utility attempts to put decoded from > base64 binary stream (that is GIF image in my case) to the > 'content' column of the 'attachments' table. To do that it > creates invalid SQL query including this binary stream. > > Syslog shows the following: > > Jul 13 10:52:20 sever RT: DBD::Pg::st execute failed: > ERROR: parser: > unterminated quoted string at or near "'GIF89a?^A?" at > character 380 at > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm > line 410. > (/usr/local/rt3/lib/RT.pm:247) > Jul 13 10:52:20 sever RT: RT::Handle=HASH(0x8e0ef90) > couldn't execute the query 'INSERT INTO Attachments > (Subject, ContentType, Filename, Headers, Creator, Parent, > Created, ContentEncoding, Content, id, TransactionId) > VALUES (?, ?, ?, ?, ?, ?, ?, ?, ?, ?, ?)' at > /usr/lib/perl5/site_perl/5.8.3/DBIx/SearchBuilder/Handle.pm > line 417. > (/usr/local/rt3/lib/RT.pm:247) > Jul 13 10:52:20 sever RT: Died at > /home/barancev/tmp/rt2-to-rt3-1.23/dumpfile-to-rt-3.0 line 752. > (/usr/local/rt3/lib/RT.pm:254) > > Regards, > -- > Alexei Barantsev > UniTesK Product Line Manager, ISP RAS > mailto: barancev at ispras.ru > Phone : +7(095)912-5317(ext 4422) > > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From barnaclebob at gmail.com Tue Jul 13 10:16:59 2004 From: barnaclebob at gmail.com (Barnacle Bob) Date: Tue, 13 Jul 2004 10:16:59 -0400 Subject: [rt-users] Changing Queue in custom scripts. Message-ID: I am trying to setup a way for when a approval ticket gets approved, the parent ticket gets put in a different queue. Is this a possible thing to do or should i look at implementing some other way for the workflow to go. If it is possible could someone give me some hints as to how to do it. I'm picking up more and more perl as i work on this, but im still very new to it. I want to set it up this way so the maintenance staff can just grab any ticket out of a particular queue to work on rather than having to figure out if they are approved or not, since they are not very tech savy. Thanks for any help in advance -Karl Pietri From chad at idworld.net Tue Jul 13 10:32:02 2004 From: chad at idworld.net (Chad Scott) Date: Tue, 13 Jul 2004 07:32:02 -0700 Subject: [rt-users] Queue Nemes with spaces In-Reply-To: References: Message-ID: <67F7A96E-D4D9-11D8-A1CE-003065C37B6A@idworld.net> Your aliases aren't quite right... They should read: alias: |"/opt/rt3/bin/rt-mailgate --queue 'Some Queue'..." Note the quote comes after the pipe. Cheers, Chad On Jul 13, 2004, at 4:49 AM, Wilson Abigaba wrote: > Hey, > I've tried to name my queues with spaces but the only problem I > encoutered > was that mail doesn't work. > Every thing is fine but when I set up a pipe such as > generalenquiries: "|/usr/local/rt3/bin/rt-mailgate --queue > 'General > Enquiries' --action comment --url http://myrt.com" > the error i get is that > General: general at myrt.com User unknown > Enquiries: enquiries at myrt.com User unknown > > I'm using rt3.0.9 on a freebsd 4.9 server running modperl 1.3,apache > 1.3 and > perl 5.8.3 > Help please > ------ > > Wilson > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Tue Jul 13 11:05:40 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 13 Jul 2004 11:05:40 -0400 Subject: [rt-users] dumpfile-to-rt-3.0 problem: parser: unterminated quoted string In-Reply-To: <200407131318.i6DDIw319491@nord.kazbek.ispras.ru> References: <200407130738.i6D7cU313195@nord.kazbek.ispras.ru> <200407131318.i6DDIw319491@nord.kazbek.ispras.ru> Message-ID: <20040713150540.GL13260@pallas.eruditorum.org> On Tue, Jul 13, 2004 at 05:18:56PM +0400, Alexei Barantsev wrote: > Could anybody explain me how is it supposed to put binary attachments to the > DB? > > Postgres schema defines the 'content' column of the 'attachments' table > having 'text' type, MySQL schema defines is as 'longtext'. Both these types > are character ones and don't allow arbitrary binary data. How is it possible > to put actual attachment content to such fields? Maybe there is a trick > here? Where can I read about it? Using the rt2-to-rt3 toolkit to move between mysql and Pg isn't really supported. That's what it looks like you're doing. The two databases have different encoding requirements... From csplist at gam.co.za Tue Jul 13 20:32:56 2004 From: csplist at gam.co.za (Shawn Jooste (CSP)) Date: Tue, 13 Jul 2004 17:32:56 -0700 Subject: [rt-users] Log file Message-ID: <40F47F38.4030605@gam.co.za> Hi, Has anyone ever seen this log? [Tue Jul 13 17:05:38 2004] [error] [client 192.168.0.157] Not a HASH reference at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line 920.\n, referer: http://192.168.0.175/issues/Ticket/Create.html?Queue=3 Where do i start looking? Is it Apache? Perl? PostgreSQL? HELP? From JChen at paymentone.com Tue Jul 13 11:57:45 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Tue, 13 Jul 2004 08:57:45 -0700 Subject: [rt-users] MySQL aborted connection Message-ID: <6D6E09D687772640AA41F009EB85FE0502F8AE@CPMAL00.corpnet.p1.local> I am just wondering if anyone else is seeing a lot of these messages or not?. Below is what I?m seeing in mysql.log file for MySQL 4.0.20 and using RT3.011 040712 14:14:07 Aborted connection 60 to db: 'rt3db' user: 'rt3' host: `localhost' (Got an error reading communication packets) At what stage is this not normal? After getting like more than 20 of the above message per day? -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From robin.cull at piresearch.co.uk Tue Jul 13 12:29:48 2004 From: robin.cull at piresearch.co.uk (Robin Cull) Date: Tue, 13 Jul 2004 17:29:48 +0100 Subject: [rt-users] New install, opening index displays script contents or error Message-ID: <3214C8857C03384D8B17B4FD89AA8724015AA2BA@raven.pigroup.co.uk> I've just installed RT 3.0.10-3 from rpm (using yum) on a RedHat 9.0 (Shrike) system and am having a few issues. I upgraded perl (from source) to 5.8.4 as RT would not run on the standard 5.8.0 installed as part of the system. I have Apache (httpd-2.0.40-21) and mod_perl (mod_perl-1.99_07-5) from the standard rpm packages. I've customised my /etc/rt/RT_SiteConfig.pm, made the necessary changes to /etc/httpd/conf.d/rt.conf and added "Include /etc/httpd/conf.d/rt.conf" to /etc/httpd/conf/httpd.conf. rt-setup-database ran smoothly with the options I chose. Issue is that when I point my browser at http://localhost:80/ I get: %# BEGIN LICENSE BLOCK %# %# Copyright (c) 1996-2003 Jesse Vincent %# %# (Except where explictly superceded by other copyright notices) %# %# This work is made available to you under the terms of Version 2 of %# the GNU General Public License. A copy of that license should have %# been provided with this software, but in any event can be snarfed %# from www.gnu.org. %# %# This work is distributed in the hope that it will be useful, but %# WITHOUT ANY WARRANTY; without even the implied warranty of %# MERCHANTABILITY or FITNESS FOR A PARTICULAR PURPOSE. See the GNU %# General Public License for more details. %# %# Unless otherwise specified, all modifications, corrections or %# extensions to this work which alter its source code become the %# property of Best Practical Solutions, LLC when submitted for %# inclusion in the work. %# %# %# END LICENSE BLOCK I think at this stage I should be getting script output not the script itself. If I go connect from another machine I get: Internal Server Error The server encountered an internal error or misconfiguration and was unable to complete your request. Please contact the server administrator, root at localhost and inform them of the time the error occurred, and anything you might have done that may have caused the error. More information about this error may be available in the server error log. Additionally, a 500 Internal Server Error error was encountered while trying to use an ErrorDocument to handle the request. ---------------------------------------------------------------------------- ---- Apache/2.0.40 Server at hide.my.rt.server Port 80 Can anybody help me with this? Thanks in advance. Regards, Robin From michael-list at i4u.com.au Tue Jul 13 12:23:11 2004 From: michael-list at i4u.com.au (michael-list) Date: Wed, 14 Jul 2004 02:23:11 +1000 Subject: [rt-users] rt upgrade Message-ID: <00fd01c468f5$b14a4f90$0200a8c0@family> Just upgraded to rt2, Finished the install and data import from rt1, brings up login page, i can authenticate but get following error, I'm pretty sure its one of my installed modules, To me it looks like a mason error, I can log into the Admin area with no problems.just wondering if anyone can help me out thanks all michael this is the Nice error: error: Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889. context: ... 885: $seen_aliases{$join} = 1; 886: } 887: else { 888: push ( @keys, $join ); 889: die "Unsatisfied dependency chain in Joins @keys" 890: if $seen{"@keys"}++; 891: } 892: 893: } ... code stack: /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm:889 /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:316 /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:109 /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:400 /opt/rt2/lib/RT/Tickets.pm:996 /opt/rt2/WebRT/html/Elements/MyRequests:11 /opt/rt2/WebRT/html/index.html:9 /opt/rt2/WebRT/html/autohandler:58 And the raw error: Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889. Trace begun at /usr/local/share/perl/5.8.4/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889.^J') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889 DBIx::SearchBuilder::Handle::_BuildJoins('RT::Handle=HASH(0x82601e4)', 'RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 316 DBIx::SearchBuilder::_BuildJoins('RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 109 DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 400 DBIx::SearchBuilder::Next('RT::Tickets=HASH(0x904b048)') called at /opt/rt2/lib/RT/Tickets.pm line 996 RT::Tickets::Next('RT::Tickets=HASH(0x904b048)') called at /opt/rt2/WebRT/html/Elements/MyRequests line 11 HTML::Mason::Commands::__ANON__ at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x902ce0c)') called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef) called at /opt/rt2/WebRT/html/index.html line 9 HTML::Mason::Commands::__ANON__('pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f71004)', 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x8fa3474)') called at /opt/rt2/WebRT/html/autohandler line 58 HTML::Mason::Commands::__ANON__('pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f5a448)', 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1069 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8fa3474)') called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8fa3474)') called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8260040)', 'Apache=SCALAR(0x8f2eb04)') called at /opt/rt2/bin/webmux.pl line 170 RT::Mason::handler('Apache=SCALAR(0x8f2eb04)') called at /dev/null line 0 eval {...} at /dev/null line 0 -------------------------------------------------------------------------------- _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From les at futuresource.com Tue Jul 13 12:40:39 2004 From: les at futuresource.com (Les Mikesell) Date: Tue, 13 Jul 2004 11:40:39 -0500 Subject: [rt-users] dumpfile-to-rt-3.0 problem: parser: unterminated quoted string In-Reply-To: <20040713150540.GL13260@pallas.eruditorum.org> References: <200407130738.i6D7cU313195@nord.kazbek.ispras.ru> <200407131318.i6DDIw319491@nord.kazbek.ispras.ru> <20040713150540.GL13260@pallas.eruditorum.org> Message-ID: <1089736839.8717.35.camel@moola.futuresource.com> On Tue, 2004-07-13 at 10:05, Jesse Vincent wrote: > Using the rt2-to-rt3 toolkit to move between mysql and Pg isn't really > supported. That's what it looks like you're doing. The two databases > have different encoding requirements... Is that documented somewhere? I ended up not going that route, but did some testing under the assumption that the conversion was possible. --- Les Mikesell les at futuresource.com From n8 at adullmoment.com Tue Jul 13 12:45:08 2004 From: n8 at adullmoment.com (nate) Date: Tue, 13 Jul 2004 12:45:08 -0400 Subject: [rt-users] getting the Autogenerated Password template to work Message-ID: <750A2FA0-D4EE-11D8-92AE-000393BC7734@adullmoment.com> I tried replacing the default autoreply template with the template information from the wiki entry about autogenerating user passwords on ticket submission, but it doesn't seem to work. This is on a new RT 3.2 install on FreeBSD 4.9. Did I miss something? All other correspondence seems to work. Do I need to stop/start apache or something? Thanks. From michael-list at i4u.com.au Tue Jul 13 14:28:53 2004 From: michael-list at i4u.com.au (michael-list) Date: Wed, 14 Jul 2004 04:28:53 +1000 Subject: [rt-users] upgrade help please :) References: <00fd01c468f5$b14a4f90$0200a8c0@family> Message-ID: <013801c46907$408397f0$0200a8c0@family> an overview of my problem is below in my original post, basically upgrading to rt2 from rt1. was able to get the install working the first time, then havent been able to get to work since, weird thing is that im experiancing the problem on different machines. This is now third box i've tried and still getting the same error :) i originally thought was my modules, but i've removed and reinstalled and still nogo. I think my problem revolves around Apache::DBI , each and everytime i have followed the README to a tee , just doesn't make sense to me I would really appreciate any suggestions or ideas thanks michael ----- Original Message ----- From: michael-list To: rt-users at lists.bestpractical.com Sent: Wednesday, July 14, 2004 2:23 AM Subject: [rt-users] rt upgrade Just upgraded to rt2, Finished the install and data import from rt1, brings up login page, i can authenticate but get following error, I'm pretty sure its one of my installed modules, To me it looks like a mason error, I can log into the Admin area with no problems.just wondering if anyone can help me out thanks all michael this is the Nice error: error: Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889. context: ... 885: $seen_aliases{$join} = 1; 886: } 887: else { 888: push ( @keys, $join ); 889: die "Unsatisfied dependency chain in Joins @keys" 890: if $seen{"@keys"}++; 891: } 892: 893: } ... code stack: /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm:889 /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:316 /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:109 /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:400 /opt/rt2/lib/RT/Tickets.pm:996 /opt/rt2/WebRT/html/Elements/MyRequests:11 /opt/rt2/WebRT/html/index.html:9 /opt/rt2/WebRT/html/autohandler:58 And the raw error: Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889. Trace begun at /usr/local/share/perl/5.8.4/HTML/Mason/Exceptions.pm line 131 HTML::Mason::Exceptions::rethrow_exception('Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889.^J') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889 DBIx::SearchBuilder::Handle::_BuildJoins('RT::Handle=HASH(0x82601e4)', 'RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 316 DBIx::SearchBuilder::_BuildJoins('RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 109 DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 400 DBIx::SearchBuilder::Next('RT::Tickets=HASH(0x904b048)') called at /opt/rt2/lib/RT/Tickets.pm line 996 RT::Tickets::Next('RT::Tickets=HASH(0x904b048)') called at /opt/rt2/WebRT/html/Elements/MyRequests line 11 HTML::Mason::Commands::__ANON__ at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x902ce0c)') called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef) called at /opt/rt2/WebRT/html/index.html line 9 HTML::Mason::Commands::__ANON__('pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f71004)', 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1074 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 760 HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x8fa3474)') called at /opt/rt2/WebRT/html/autohandler line 58 HTML::Mason::Commands::__ANON__('pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f5a448)', 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1069 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 HTML::Mason::Request::comp(undef, undef, undef, 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 338 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 297 HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8fa3474)') called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8fa3474)') called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792 HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8260040)', 'Apache=SCALAR(0x8f2eb04)') called at /opt/rt2/bin/webmux.pl line 170 RT::Mason::handler('Apache=SCALAR(0x8f2eb04)') called at /dev/null line 0 eval {...} at /dev/null line 0 ------------------------------------------------------------------------------ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com ------------------------------------------------------------------------------ _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com -------------- next part -------------- An HTML attachment was scrubbed... URL: From jesse at bestpractical.com Tue Jul 13 14:29:13 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 13 Jul 2004 14:29:13 -0400 Subject: [rt-users] upgrade help please :) In-Reply-To: <013801c46907$408397f0$0200a8c0@family> References: <00fd01c468f5$b14a4f90$0200a8c0@family> <013801c46907$408397f0$0200a8c0@family> Message-ID: <20040713182913.GU13260@pallas.eruditorum.org> Try backing down to DBIx::SearchBuilder 0.97 On Wed, Jul 14, 2004 at 04:28:53AM +1000, michael-list wrote: > an overview of my problem is below in my original post, basically upgrading to rt2 from rt1. was able to get the install working the first time, then havent been able to get to work since, weird thing is that im experiancing the problem on different machines. This is now third box i've tried and still getting the same error :) i originally thought was my modules, but i've removed and reinstalled and still nogo. I think my problem revolves around Apache::DBI , each and everytime i have followed the README to a tee , just doesn't make sense to me > > I would really appreciate any suggestions or ideas > > thanks > > michael > ----- Original Message ----- > From: michael-list > To: rt-users at lists.bestpractical.com > Sent: Wednesday, July 14, 2004 2:23 AM > Subject: [rt-users] rt upgrade > > > > Just upgraded to rt2, > > Finished the install and data import from rt1, brings up login page, i can authenticate but get following error, I'm pretty sure its one of my installed modules, To me it looks like a mason error, I can log into the Admin area with no problems.just wondering if anyone can help me out > > thanks all > > michael > > > > this is the Nice error: > > error: Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889. > > context: ... > 885: $seen_aliases{$join} = 1; > 886: } > 887: else { > 888: push ( @keys, $join ); > 889: die "Unsatisfied dependency chain in Joins @keys" > 890: if $seen{"@keys"}++; > 891: } > 892: > 893: } > ... > > code stack: /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm:889 > /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:316 > /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:109 > /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:400 > /opt/rt2/lib/RT/Tickets.pm:996 > /opt/rt2/WebRT/html/Elements/MyRequests:11 > /opt/rt2/WebRT/html/index.html:9 > /opt/rt2/WebRT/html/autohandler:58 > > > And the raw error: > > Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889. > > > Trace begun at /usr/local/share/perl/5.8.4/HTML/Mason/Exceptions.pm line 131 > HTML::Mason::Exceptions::rethrow_exception('Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889.^J') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889 > DBIx::SearchBuilder::Handle::_BuildJoins('RT::Handle=HASH(0x82601e4)', 'RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 316 > DBIx::SearchBuilder::_BuildJoins('RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 109 > DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 400 > DBIx::SearchBuilder::Next('RT::Tickets=HASH(0x904b048)') called at /opt/rt2/lib/RT/Tickets.pm line 996 > RT::Tickets::Next('RT::Tickets=HASH(0x904b048)') called at /opt/rt2/WebRT/html/Elements/MyRequests line 11 > HTML::Mason::Commands::__ANON__ at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x902ce0c)') called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef) called at /opt/rt2/WebRT/html/index.html line 9 > HTML::Mason::Commands::__ANON__('pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f71004)', 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1074 > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 760 > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x8fa3474)') called at /opt/rt2/WebRT/html/autohandler line 58 > HTML::Mason::Commands::__ANON__('pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f5a448)', 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1069 > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 > HTML::Mason::Request::comp(undef, undef, undef, 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 338 > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 338 > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 297 > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8fa3474)') called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8fa3474)') called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792 > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH(0x8260040)', 'Apache=SCALAR(0x8f2eb04)') called at /opt/rt2/bin/webmux.pl line 170 > RT::Mason::handler('Apache=SCALAR(0x8f2eb04)') called at /dev/null line 0 > eval {...} at /dev/null line 0 > > > ------------------------------------------------------------------------------ > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > ------------------------------------------------------------------------------ > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From seph at directionless.org Tue Jul 13 14:39:37 2004 From: seph at directionless.org (seph) Date: Tue, 13 Jul 2004 14:39:37 -0400 Subject: [rt-users] Re: modify ticket In-Reply-To: <6BF63CAE93547240837044995C8ACC2C01D5F7@himalaya.maurer-it.com> (Michael Pilz's message of "Tue, 13 Jul 2004 12:17:16 +0200") References: <6BF63CAE93547240837044995C8ACC2C01D5F7@himalaya.maurer-it.com> Message-ID: > is there a way to split the modify ticket right > i need a user with the right to comment but not change status on tickets > regards michael Did you read the rights list, or docs? Isn't this the difference between "CommentOnTicket" (and ReplyToTicket) and ModifyTicket? seph From michael-list at i4u.com.au Tue Jul 13 14:58:18 2004 From: michael-list at i4u.com.au (michael-list) Date: Wed, 14 Jul 2004 04:58:18 +1000 Subject: [rt-users] upgrade help please :) References: <00fd01c468f5$b14a4f90$0200a8c0@family> <013801c46907$408397f0$0200a8c0@family> <20040713182913.GU13260@pallas.eruditorum.org> Message-ID: <014c01c4690b$5c538270$0200a8c0@family> I really really appreciate the help :) i've used cpan to install my modules how do i go about downgrading them :) thnx again michael ----- Original Message ----- From: "Jesse Vincent" To: "michael-list" Cc: Sent: Wednesday, July 14, 2004 4:29 AM Subject: Re: [rt-users] upgrade help please :) > Try backing down to DBIx::SearchBuilder 0.97 > > > On Wed, Jul 14, 2004 at 04:28:53AM +1000, michael-list wrote: > > an overview of my problem is below in my original post, basically upgrading to rt2 from rt1. was able to get the install working the first time, then havent been able to get to work since, weird thing is that im experiancing the problem on different machines. This is now third box i've tried and still getting the same error :) i originally thought was my modules, but i've removed and reinstalled and still nogo. I think my problem revolves around Apache::DBI , each and everytime i have followed the README to a tee , just doesn't make sense to me > > > > I would really appreciate any suggestions or ideas > > > > thanks > > > > michael > > ----- Original Message ----- > > From: michael-list > > To: rt-users at lists.bestpractical.com > > Sent: Wednesday, July 14, 2004 2:23 AM > > Subject: [rt-users] rt upgrade > > > > > > > > Just upgraded to rt2, > > > > Finished the install and data import from rt1, brings up login page, i can authenticate but get following error, I'm pretty sure its one of my installed modules, To me it looks like a mason error, I can log into the Admin area with no problems.just wondering if anyone can help me out > > > > thanks all > > > > michael > > > > > > > > this is the Nice error: > > > > error: Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889. > > > > context: ... > > 885: $seen_aliases{$join} = 1; > > 886: } > > 887: else { > > 888: push ( @keys, $join ); > > 889: die "Unsatisfied dependency chain in Joins @keys" > > 890: if $seen{"@keys"}++; > > 891: } > > 892: > > 893: } > > ... > > > > code stack: /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm:889 > > /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:316 > > /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:109 > > /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:400 > > /opt/rt2/lib/RT/Tickets.pm:996 > > /opt/rt2/WebRT/html/Elements/MyRequests:11 > > /opt/rt2/WebRT/html/index.html:9 > > /opt/rt2/WebRT/html/autohandler:58 > > > > > > And the raw error: > > > > Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889. > > > > > > Trace begun at /usr/local/share/perl/5.8.4/HTML/Mason/Exceptions.pm line 131 > > HTML::Mason::Exceptions::rethrow_exception('Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889.^J') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889 > > DBIx::SearchBuilder::Handle::_BuildJoins('RT::Handle=HASH(0x82601e4)', 'RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 316 > > DBIx::SearchBuilder::_BuildJoins('RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 109 > > DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 400 > > DBIx::SearchBuilder::Next('RT::Tickets=HASH(0x904b048)') called at /opt/rt2/lib/RT/Tickets.pm line 996 > > RT::Tickets::Next('RT::Tickets=HASH(0x904b048)') called at /opt/rt2/WebRT/html/Elements/MyRequests line 11 > > HTML::Mason::Commands::__ANON__ at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x902ce0 c)') called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1074 > > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 > > HTML::Mason::Request::comp(undef, undef) called at /opt/rt2/WebRT/html/index.html line 9 > > HTML::Mason::Commands::__ANON__('pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f7100 4)', 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1074 > > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 > > HTML::Mason::Request::comp(undef, undef, 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 760 > > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x 8fa3474)') called at /opt/rt2/WebRT/html/autohandler line 58 > > HTML::Mason::Commands::__ANON__('pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f5a44 8)', 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1069 > > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 > > HTML::Mason::Request::comp(undef, undef, undef, 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 338 > > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 338 > > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 297 > > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8fa34 74)') called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 > > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 > > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0x8fa3474)') called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792 > > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0x8260040)', 'Apache=SCALAR(0x8f2eb04)') called at /opt/rt2/bin/webmux.pl line 170 > > RT::Mason::handler('Apache=SCALAR(0x8f2eb04)') called at /dev/null line 0 > > eval {...} at /dev/null line 0 > > > > > > -------------------------------------------------------------------------- ---- > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > > > -------------------------------------------------------------------------- ---- > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > -- > > From michael-list at i4u.com.au Tue Jul 13 15:13:08 2004 From: michael-list at i4u.com.au (michael-list) Date: Wed, 14 Jul 2004 05:13:08 +1000 Subject: [rt-users] upgrade help please :) References: <00fd01c468f5$b14a4f90$0200a8c0@family> <013801c46907$408397f0$0200a8c0@family> <20040713182913.GU13260@pallas.eruditorum.org> Message-ID: <015001c4690d$6edaf070$0200a8c0@family> what i tried was using cpanp i sucessfully uninstalled Apache::DBI then installed Apache::DBI ver 0.94 that i manually downloaded from the cpan.org, after an apache restart still getting the same error ----- Original Message ----- From: "Jesse Vincent" To: "michael-list" Cc: Sent: Wednesday, July 14, 2004 4:29 AM Subject: Re: [rt-users] upgrade help please :) > Try backing down to DBIx::SearchBuilder 0.97 > > > On Wed, Jul 14, 2004 at 04:28:53AM +1000, michael-list wrote: > > an overview of my problem is below in my original post, basically upgrading to rt2 from rt1. was able to get the install working the first time, then havent been able to get to work since, weird thing is that im experiancing the problem on different machines. This is now third box i've tried and still getting the same error :) i originally thought was my modules, but i've removed and reinstalled and still nogo. I think my problem revolves around Apache::DBI , each and everytime i have followed the README to a tee , just doesn't make sense to me > > > > I would really appreciate any suggestions or ideas > > > > thanks > > > > michael > > ----- Original Message ----- > > From: michael-list > > To: rt-users at lists.bestpractical.com > > Sent: Wednesday, July 14, 2004 2:23 AM > > Subject: [rt-users] rt upgrade > > > > > > > > Just upgraded to rt2, > > > > Finished the install and data import from rt1, brings up login page, i can authenticate but get following error, I'm pretty sure its one of my installed modules, To me it looks like a mason error, I can log into the Admin area with no problems.just wondering if anyone can help me out > > > > thanks all > > > > michael > > > > > > > > this is the Nice error: > > > > error: Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889. > > > > context: ... > > 885: $seen_aliases{$join} = 1; > > 886: } > > 887: else { > > 888: push ( @keys, $join ); > > 889: die "Unsatisfied dependency chain in Joins @keys" > > 890: if $seen{"@keys"}++; > > 891: } > > 892: > > 893: } > > ... > > > > code stack: /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm:889 > > /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:316 > > /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:109 > > /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:400 > > /opt/rt2/lib/RT/Tickets.pm:996 > > /opt/rt2/WebRT/html/Elements/MyRequests:11 > > /opt/rt2/WebRT/html/index.html:9 > > /opt/rt2/WebRT/html/autohandler:58 > > > > > > And the raw error: > > > > Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889. > > > > > > Trace begun at /usr/local/share/perl/5.8.4/HTML/Mason/Exceptions.pm line 131 > > HTML::Mason::Exceptions::rethrow_exception('Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889.^J') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889 > > DBIx::SearchBuilder::Handle::_BuildJoins('RT::Handle=HASH(0x82601e4)', 'RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 316 > > DBIx::SearchBuilder::_BuildJoins('RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 109 > > DBIx::SearchBuilder::_DoSearch('RT::Tickets=HASH(0x904b048)') called at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm line 400 > > DBIx::SearchBuilder::Next('RT::Tickets=HASH(0x904b048)') called at /opt/rt2/lib/RT/Tickets.pm line 996 > > RT::Tickets::Next('RT::Tickets=HASH(0x904b048)') called at /opt/rt2/WebRT/html/Elements/MyRequests line 11 > > HTML::Mason::Commands::__ANON__ at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x902ce0 c)') called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1074 > > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 > > HTML::Mason::Request::comp(undef, undef) called at /opt/rt2/WebRT/html/index.html line 9 > > HTML::Mason::Commands::__ANON__('pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f7100 4)', 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1074 > > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 > > HTML::Mason::Request::comp(undef, undef, 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 760 > > HTML::Mason::Request::call_next('HTML::Mason::Request::ApacheHandler=HASH(0x 8fa3474)') called at /opt/rt2/WebRT/html/autohandler line 58 > > HTML::Mason::Commands::__ANON__('pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Component.pm line 134 > > HTML::Mason::Component::run('HTML::Mason::Component::FileBased=HASH(0x8f5a44 8)', 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1069 > > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 1068 > > HTML::Mason::Request::comp(undef, undef, undef, 'pass', , 'user', ) called at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 338 > > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 338 > > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/Request.pm line 297 > > HTML::Mason::Request::exec('HTML::Mason::Request::ApacheHandler=HASH(0x8fa34 74)') called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 > > eval {...} at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 134 > > HTML::Mason::Request::ApacheHandler::exec('HTML::Mason::Request::ApacheHandl er=HASH(0x8fa3474)') called at /usr/local/share/perl/5.8.4/HTML/Mason/ApacheHandler.pm line 792 > > HTML::Mason::ApacheHandler::handle_request('HTML::Mason::ApacheHandler=HASH( 0x8260040)', 'Apache=SCALAR(0x8f2eb04)') called at /opt/rt2/bin/webmux.pl line 170 > > RT::Mason::handler('Apache=SCALAR(0x8f2eb04)') called at /dev/null line 0 > > eval {...} at /dev/null line 0 > > > > > > -------------------------------------------------------------------------- ---- > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > > > -------------------------------------------------------------------------- ---- > > > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > -- > > From m-liebman at northwestern.edu Tue Jul 13 15:16:13 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Tue, 13 Jul 2004 15:16:13 -0400 Subject: [rt-users] upgrade help please :) In-Reply-To: <015001c4690d$6edaf070$0200a8c0@family> References: <00fd01c468f5$b14a4f90$0200a8c0@family> <013801c46907$408397f0$0200a8c0@family> <20040713182913.GU13260@pallas.eruditorum.org> <015001c4690d$6edaf070$0200a8c0@family> Message-ID: <20040713191613.GA29805@SDF.LONESTAR.ORG> On Wed, Jul 14, 2004 at 05:13:08AM +1000, michael-list wrote: > what i tried was using cpanp i sucessfully uninstalled Apache::DBI then > installed Apache::DBI ver 0.94 that i manually downloaded from the cpan.org, > after an apache restart still getting the same error Jesse's suggestion was to downgrade *DBIx::SearchBuilder* not Apache::DBI. Michael > ----- Original Message ----- > From: "Jesse Vincent" > To: "michael-list" > Cc: > Sent: Wednesday, July 14, 2004 4:29 AM > Subject: Re: [rt-users] upgrade help please :) > > > > Try backing down to DBIx::SearchBuilder 0.97 -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From michael-list at i4u.com.au Tue Jul 13 16:04:29 2004 From: michael-list at i4u.com.au (michael-list) Date: Wed, 14 Jul 2004 06:04:29 +1000 Subject: [rt-users] upgrade help please :) References: <00fd01c468f5$b14a4f90$0200a8c0@family> <013801c46907$408397f0$0200a8c0@family> <20040713182913.GU13260@pallas.eruditorum.org> <015001c4690d$6edaf070$0200a8c0@family> <20040713191613.GA29805@SDF.LONESTAR.ORG> Message-ID: <015c01c46914$9b727b10$0200a8c0@family> thanks for pointing that out :) its a sign have to get some sleep, i just completed the uninstall of DBIx::SearchBuilder and sucesfully installed the 0.94 version still getting similar error, this is the new error that im getting, thanks Jesse and Michael for the help :) error: Unsatisfied dependency chain in Joins Users_2 at /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889. context: ... code stack: /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm:889 /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:316 /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:109 /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:400 /opt/rt2/lib/RT/Tickets.pm:996 /opt/rt2/WebRT/html/Elements/MyRequests:11 /opt/rt2/WebRT/html/index.html:9 /opt/rt2/WebRT/html/autohandler:58 ----- Original Message ----- From: "Michael S. Liebman" To: "michael-list" Cc: "Jesse Vincent" ; Sent: Wednesday, July 14, 2004 5:16 AM Subject: Re: [rt-users] upgrade help please :) > On Wed, Jul 14, 2004 at 05:13:08AM +1000, michael-list wrote: > > what i tried was using cpanp i sucessfully uninstalled Apache::DBI then > > installed Apache::DBI ver 0.94 that i manually downloaded from the cpan.org, > > after an apache restart still getting the same error > > Jesse's suggestion was to downgrade *DBIx::SearchBuilder* not Apache::DBI. > > Michael > > > ----- Original Message ----- > > From: "Jesse Vincent" > > To: "michael-list" > > Cc: > > Sent: Wednesday, July 14, 2004 4:29 AM > > Subject: Re: [rt-users] upgrade help please :) > > > > > > > Try backing down to DBIx::SearchBuilder 0.97 > -- > Michael S. Liebman m-liebman at northwestern.edu > http://msl521.freeshell.org/ > "I have vision and the rest of the world wears bifocals." > -Paul Newman in "Butch Cassidy & the Sundance Kid" > > From rt at tux.datalink.co.za Tue Jul 13 16:49:31 2004 From: rt at tux.datalink.co.za (Leon) Date: Tue, 13 Jul 2004 22:49:31 +0200 Subject: [rt-users] Blank Comment Message-ID: <40F44ADB.1030202@tux.datalink.co.za> Hi If I open a existing ticket and click on Comment, then click on Home without doing anything on the comment screen, RT saves a blank Comment. Does any one else have this problem? I haven't had this problem with 3.0.11. I'm not sure if it is a scrip yet. i checked mine, but couldn't see how it would be able to do this. Leon From bam at miranda.org Tue Jul 13 16:58:26 2004 From: bam at miranda.org (Bret Martin) Date: Tue, 13 Jul 2004 16:58:26 -0400 Subject: [rt-users] Blank Comment In-Reply-To: Message from Leon of "Tue, 13 Jul 2004 22:49:31 +0200." <40F44ADB.1030202@tux.datalink.co.za> Message-ID: <14404.1089752306@anasazi.miranda.org> On Tue, 13 Jul 2004 22:49:31 +0200 Leon wrote: > If I open a existing ticket and click on Comment, then click on Home > without doing anything on the comment screen, RT saves a blank Comment. > > Does any one else have this problem? I haven't had this problem with > 3.0.11. I'm not sure if it is a scrip yet. i checked mine, but couldn't > see how it would be able to do this. I bet you're using MySQL and your tables are MyISAM and not InnoDB. In RT 3.2, when you load the update page, it looks like RT creates an empty comment or reply and then rolls back the transaction. Since MyISAM tables don't support transactions, the blank comment/reply stays. I didn't trace this through in the code so I don't know where it happens -- I figured it out my observing my MySQL query log when I noticed the same thing on a test RT instance where I had set it up with MyISAM tables. --Bret From alexmv at bestpractical.com Tue Jul 13 17:08:47 2004 From: alexmv at bestpractical.com (Alex Vandiver) Date: Tue, 13 Jul 2004 17:08:47 -0400 Subject: [rt-users] Blank Comment In-Reply-To: <14404.1089752306@anasazi.miranda.org> References: <14404.1089752306@anasazi.miranda.org> Message-ID: <1089752927.10953.3.camel@zoq-fot-pik.mit.edu> On Tue, 2004-07-13 at 16:58, Bret Martin wrote: > I bet you're using MySQL and your tables are MyISAM and not InnoDB. That'd be my guess, too. > I didn't trace this through in the code so I don't know where it happens It happens when the "this message will be sent to" section is generated; the most foolproof method is, as you noted, to fake a comment, find out what happened, then roll it back. The solution is to use a MySQL server that supports InnoDB tables. Starting with RT 3.2.1, trying to install RT with a MySQL build that doesn't support InnoDB tables will give an error. - Alex -- Networking -- one letter away from not working From derek at csolve.net Tue Jul 13 16:40:51 2004 From: derek at csolve.net (Derek Buttineau) Date: Tue, 13 Jul 2004 16:40:51 -0400 Subject: [rt-users] Problems with Updating Ticket via Jumbo Message-ID: <40F448D3.1000506@csolve.net> Okay this is a bit odd of a problem.. First software: Apache 2.0.50 mod_perl 1.99_14 RT 3.2.0 -Adding just a comment via Jumbo works fine, no issues, page returns with a status message indicating what was done (as expected) - Changing the queue on a ticket + adding a comment works on both pieces, however no status message is returned, it just returns to the Jumbo screen - Changing the Owner on a ticket + adding a comment works for the change of ownership but the comment content is lost I haven't checked if any other combination causes issues, I will also check a similar coniguration except using FastCGI in a short while. Just thought I should mention it in case it's a potential bug. -- Regards, Derek Buttineau Internet Systems Developer Compu-SOLVE Technologies Inc. Compu-SOLVE Internet Services 705.725.1212 x255 From bam at miranda.org Tue Jul 13 17:14:56 2004 From: bam at miranda.org (Bret Martin) Date: Tue, 13 Jul 2004 17:14:56 -0400 Subject: [rt-users] Blank Comment In-Reply-To: Message from Alex Vandiver of "Tue, 13 Jul 2004 17:08:47 -0400." <1089752927.10953.3.camel@zoq-fot-pik.mit.edu> Message-ID: <14770.1089753296@anasazi.miranda.org> On Tue, 13 Jul 2004 17:08:47 EDT Alex Vandiver wrote: > The solution is to use a MySQL server that supports InnoDB tables. > Starting with RT 3.2.1, trying to install RT with a MySQL build that > doesn't support InnoDB tables will give an error. I don't know if you care, but I noticed when installing RT 3.2.0 that the stanza that creates the "sessions" table in schema.mysql doesn't have "TYPE=InnoDB;" at the end, but all the other CREATE TABLEs do have it. At first I wasn't sure why that one table way MyISAM and the rest were InnoDB -- this was before I switched my MySQL configuration to have InnoDB as the default table type. Then again, maybe RT's use of that table doesn't require InnoDB functionality. Seems like it would be nice to have the tables all of the same type though. --Bret From mwill at spingen.com Tue Jul 13 17:27:20 2004 From: mwill at spingen.com (Matthew Will) Date: Tue, 13 Jul 2004 17:27:20 -0400 Subject: [rt-users] Email History In-Reply-To: <40F31F03.1040304@spingen.com> References: <40F31F03.1040304@spingen.com> Message-ID: <40F453B8.4080308@spingen.com> Just as an update I have commented out line #266 in lib/RT/Action/SendEmail.pm to disable it from recording outgoing mail transactions to the database. If this has an adverse effect on anything please let me know, although it seems to have done the trick. Regards, -- Matthew Will Matthew Will wrote: > I am curious to know if it is easily possible to disable the recording > of outgoing emails in a tickets history. Jesse has mentioned that this > will be an option that can be configured in 3.2.1, but it would be a > real convience if it's a quick bit of commenting out some code, to be > able to do this now. > > Regards, > -- > Matthew Will > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From jesse at bestpractical.com Tue Jul 13 17:47:59 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 13 Jul 2004 17:47:59 -0400 Subject: [rt-users] Blank Comment In-Reply-To: <14770.1089753296@anasazi.miranda.org> References: <1089752927.10953.3.camel@zoq-fot-pik.mit.edu> <14770.1089753296@anasazi.miranda.org> Message-ID: <20040713214759.GY13260@pallas.eruditorum.org> On Tue, Jul 13, 2004 at 05:14:56PM -0400, Bret Martin wrote: > On Tue, 13 Jul 2004 17:08:47 EDT Alex Vandiver wrote: > > The solution is to use a MySQL server that supports InnoDB tables. > > Starting with RT 3.2.1, trying to install RT with a MySQL build that > > doesn't support InnoDB tables will give an error. > > I don't know if you care, but I noticed when installing RT 3.2.0 that > the stanza that creates the "sessions" table in schema.mysql doesn't > have "TYPE=InnoDB;" at the end, but all the other CREATE TABLEs do have > it. The sessions table is really just there for Apache::Session. It doesn't need to be innodb. From jesse at bestpractical.com Tue Jul 13 17:49:10 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 13 Jul 2004 17:49:10 -0400 Subject: [rt-users] Email History In-Reply-To: <40F453B8.4080308@spingen.com> References: <40F31F03.1040304@spingen.com> <40F453B8.4080308@spingen.com> Message-ID: <20040713214910.GZ13260@pallas.eruditorum.org> That should be fine. 3.2.1 makes that line conditional. On Tue, Jul 13, 2004 at 05:27:20PM -0400, Matthew Will wrote: > Just as an update I have commented out line #266 in > lib/RT/Action/SendEmail.pm to disable it from recording outgoing mail > transactions to the database. If this has an adverse effect on anything > please let me know, although it seems to have done the trick. > > Regards, > -- > Matthew Will > > Matthew Will wrote: > >I am curious to know if it is easily possible to disable the recording > >of outgoing emails in a tickets history. Jesse has mentioned that this > >will be an option that can be configured in 3.2.1, but it would be a > >real convience if it's a quick bit of commenting out some code, to be > >able to do this now. > > > >Regards, > >-- > >Matthew Will > >_______________________________________________ > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From JoopvandeWege at mococo.nl Tue Jul 13 17:11:32 2004 From: JoopvandeWege at mococo.nl (Joop van de Wege) Date: Tue, 13 Jul 2004 23:11:32 +0200 Subject: [rt-users] dumpfile-to-rt-3.0 problem: parser: unterminated quotedstring In-Reply-To: 200407130738.i6D7cU313195@nord.kazbek.ispras.ru Message-ID: <20040713225637.9A6C.JOOPVANDEWEGE@mococo.nl> > I've detected the reason of the problem, but I don't know how to woraroud > it. > The cause is that the attachment is marked as base64-encoded while IT IS > NOT! > It was base64-encoded in the RT2 database, I checked that up with direct SQL > query. > But serialized version of the ticket in the exported form contains decoded > content of the attachment. > I can't find decoding in rt-2.0-to-dumpfile script so it must be performed > somewhere in the RT library (probably $att->Content() do that???). So > dumpfile-to-rt-3.0 have to encode it back to base64 to be able to store it > to the database. > > In this case the problem must be in this piece of code of the > rt-2.0-to-dumpfile script: > > my $att_param ( sort keys %{ $att->{_AccessibleCache} } ) > { > if ($att_param eq 'Content') { > $att_ds->{$att_param} = $att->Content(); > > } else { > > $att_ds->{$att_param} = > $att->_Value($att_param) > if (defined $att->_Value($att_param) > ); > } > > and actualy there is no need to decode attachment content if it is > base64-encoded? > > Regards, > -- > Alexei Barantsev I'm having a similar problem moving data from RT2.0.13 to RT3.2.0 using Oracle as a backend. The same problem, data in RT2 is base64 encoded in the database, which is regulated through the BinarySafeBlobs boolean in SearchBuilder. If set to true it will store binaries in binary else it will base64 encode them and store them in ASCII. If you read through Attachment.pm in lib/RT there it will say that it will decode base64 before returning it to the client app in this case rt2-to-dumpfile which will store it decoded into the dumpfiles. There it will also store that it is base64 encoded data which is not correct. Further when this data is imported using dumpfile-to-rt3 I think something else goes wrong - it should honor either the fact that the encoding is no longer base64 thus ignoring the explicit encoding-type. - or maybe it shouldn't use Import but Create in which case it may correctly figure out that it is binary and needs to be encoded. Looking at some code it looks like there is something that might be usable to both of us namely: RT::AlwaysUseBase64. I'm going to investigate tomorrow if either BLOB's in Oracle work or if I can force base64 encoding which it already should do according to SearchBuilder/Handle/Oracle.pm Joop PS: Sorry for any mistake in logic, its getting late after quite a few looongg days. -- Joop van de Wege From jesse at bestpractical.com Tue Jul 13 18:05:26 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Tue, 13 Jul 2004 18:05:26 -0400 Subject: [rt-users] dumpfile-to-rt-3.0 problem: parser: unterminated quotedstring In-Reply-To: <20040713225637.9A6C.JOOPVANDEWEGE@mococo.nl> References: <20040713225637.9A6C.JOOPVANDEWEGE@mococo.nl> Message-ID: <20040713220526.GA13260@pallas.eruditorum.org> > > somewhere in the RT library (probably $att->Content() do that???). So > > dumpfile-to-rt-3.0 have to encode it back to base64 to be able to store it > > to the database. > > > > In this case the problem must be in this piece of code of the > > rt-2.0-to-dumpfile script: I'm not sure why we're doing that. Of course, it was "quickie" code written over a year ago. But it still should have had a comment for the special case. I'm sorry :/ > > -- > > Alexei Barantsev > I'm having a similar problem moving data from RT2.0.13 to RT3.2.0 using > Oracle as a backend. > The same problem, data in RT2 is base64 encoded in the database, which > is regulated through the BinarySafeBlobs boolean in SearchBuilder. If > set to true it will store binaries in binary else it will base64 encode > them and store them in ASCII. > If you read through Attachment.pm in lib/RT there it will say that it > will decode base64 before returning it to the client app in this case > rt2-to-dumpfile which will store it decoded into the dumpfiles. There it > will also store that it is base64 encoded data which is not correct. Right. that was the special casing in the dumper code. Which you might want to try disabling. > Further when this data is imported using dumpfile-to-rt3 I think > something else goes wrong > - it should honor either the fact that the encoding is no longer base64 > thus ignoring the explicit encoding-type. > - or maybe it shouldn't use Import but Create in which case it may > correctly figure out that it is binary and needs to be encoded. It may be that you want to patch Import to be more sensible abouut the data it gets. > Looking at some code it looks like there is something that might be > usable to both of us namely: RT::AlwaysUseBase64. I'm not convinced that that will do the right thing for you. > I'm going to investigate tomorrow if either BLOB's in Oracle work or if > I can force base64 encoding which it already should do according to > SearchBuilder/Handle/Oracle.pm We sepnt a bunch of time with some oracle consultants, who were pretty sure that switching to blobs would lose us critical functionality. It may have been searching related. Jesse From JChen at paymentone.com Tue Jul 13 18:25:59 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Tue, 13 Jul 2004 15:25:59 -0700 Subject: [rt-users] AddLastCommentToMail fails when using Jumbo Message-ID: <6D6E09D687772640AA41F009EB85FE0502F8B7@CPMAL00.corpnet.p1.local> Thanks to the guy who wrote a useful script. We are currently going beta testing next week with RT 3.11. Here is what we did to get the code below to fail?. 1) Click on Jumbo link after seeing the ticket. 2) Then change ticket status to resolve. 3) Add your last comment into the comment filed 4) Submit and RT will not show the last comment but previous one if there is one. http://wiki.bestpractical.com/index.cgi?AddLastCommentToMail code: { my $resolution_comment; my $Transactions = $Ticket->Transactions; $Transactions->GotoFirstItem; while (my $Transaction = $Transactions->Next) { $resolution_comment = $Transaction->Content() if $Transaction->Type eq 'Comment'; } $OUT .= $resolution_comment; $OUT; } It seems to fail because RT closes the ticket 1st , then add the last comment. If it was in reverse like closing the ticket with comment via the link on top right corner, then it should work fine. So how do I get around this? -------------------------------------------------------- This electronic mail message contains information belonging to PaymentOne, which may be confidential and/or legal privileged. The information is intended only for the use of the individual or entity named above. If you are not the intended recipient, you are hereby notified that any disclosure, printing, copying, distribution, or the taking of any action in reliance on the contents of this electronically mailed information is strictly prohibited. If you receive this message in error, please immediately notify us by electronic mail and delete this message. -------------------------------------------------------- -------------- next part -------------- An HTML attachment was scrubbed... URL: From rt at tux.datalink.co.za Tue Jul 13 18:25:20 2004 From: rt at tux.datalink.co.za (Leon) Date: Wed, 14 Jul 2004 00:25:20 +0200 Subject: [rt-users] Blank Comment In-Reply-To: <14770.1089753296@anasazi.miranda.org> References: <14770.1089753296@anasazi.miranda.org> Message-ID: <40F46150.30808@tux.datalink.co.za> Thanks, I found this link : http://manuals.thexdershome.com/mysql-4.0/manual_Table_types.html To the MySQL manual. It states that i should be able to do a {... use |ALTER TABLE ... TYPE=INNODB ...} Will this be sufficient on each table in my RT database ? I really can't afford to lose my tickets, but i also need to upgrade to the next version as soon as it becomes available. |Leon Bret Martin wrote: >On Tue, 13 Jul 2004 17:08:47 EDT Alex Vandiver wrote: > > >> The solution is to use a MySQL server that supports InnoDB tables. >>Starting with RT 3.2.1, trying to install RT with a MySQL build that >>doesn't support InnoDB tables will give an error. >> >> > >I don't know if you care, but I noticed when installing RT 3.2.0 that >the stanza that creates the "sessions" table in schema.mysql doesn't >have "TYPE=InnoDB;" at the end, but all the other CREATE TABLEs do have >it. > >At first I wasn't sure why that one table way MyISAM and the rest were >InnoDB -- this was before I switched my MySQL configuration to have >InnoDB as the default table type. > >Then again, maybe RT's use of that table doesn't require InnoDB >functionality. Seems like it would be nice to have the tables all of >the same type though. > >--Bret > > >_______________________________________________ >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > From iqbala-rt-users at qwestip.net Tue Jul 13 22:39:59 2004 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Tue, 13 Jul 2004 22:39:59 -0400 Subject: [rt-users] RTx::Shredder to delete old tickets Message-ID: <20040714023959.GA29968@qwestip.net> Hi Can RTx::Shredder be used to delete Tickets/Transactions for Tickets older than may be one year? I like to use that to reduce the size of my ibdata1 and ibdata2 tablespaces which are in total over 5 gig which is almost 80% of my file partition in Solaris 8. Thanks for the help -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From jens at cyber.com.au Wed Jul 14 00:39:16 2004 From: jens at cyber.com.au (Jens Porup) Date: Wed, 14 Jul 2004 14:39:16 +1000 Subject: [rt-users] Getting Approvals working in RT 3.0.11-1 In-Reply-To: <20040712052010.GE9397@vanilla.office.cyber.com.au> References: <20040712052010.GE9397@vanilla.office.cyber.com.au> Message-ID: <20040714043916.GC14624@vanilla.office.cyber.com.au> On Mon, Jul 12, 2004 at 03:20:10PM +1000, Jens Porup wrote: No one knows anything about Approvals out there? Any help would be *most* appreciated.... > > G'day, > > Using RT 3.0.11-1, I have set up a scrip in my incoming queue that is: > > On Create, Create Tickets with Template: > > ===Create-Ticket:ticket_resolution > Subject: Approve Resolved for ticket {$Tickets{'TOP'}->Subject} > Depended-On-By: TOP > Queue: Approvals > Cc: jensp at strategicdata.com.au > Content: Someone has set an Incoming Batch ticket's state to Resolved. > You should review and approve it (or deny it) as necessary. > ENDOFCONTENT > > I have read Appendix 5 thoroughly, and also reviewed the helpful notes at > http://wiki.bestpractical.com/index.cgi?ApprovalCreation > > But I still can't get anything to show up when I click approvals. > > I have gone into the __Approval queue and given root all permissions on tickets > in that queue, but that seems to make now difference. > > I'm actually trying to get this to work on a User Defined Condition: > > return undef > unless > ( > ($self->TicketObj->FirstCustomFieldValue('state') =~ /Resolved/i) || > ($self->TicketObj->Status() =~ /resolved/i) > ); > return 1; > > But to isolate the problem I've testing this with a simple On Create, and it > produces the same results--or lack thereof. > > What am I doing wrong? > > Thanks, > > Jens > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From jens at cyber.com.au Wed Jul 14 02:09:31 2004 From: jens at cyber.com.au (Jens Porup) Date: Wed, 14 Jul 2004 16:09:31 +1000 Subject: [rt-users] RT XML/RPC interface Message-ID: <20040714060931.GD14624@vanilla.office.cyber.com.au> Does such a beastie exist? In the works, perhaps? Jens From cubic at acronis.ru Wed Jul 14 03:31:51 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 14 Jul 2004 11:31:51 +0400 Subject: [rt-users] RT XML/RPC interface In-Reply-To: <20040714060931.GD14624@vanilla.office.cyber.com.au> References: <20040714060931.GD14624@vanilla.office.cyber.com.au> Message-ID: <40F4E167.8040907@acronis.ru> Jens Porup wrote: > Does such a beastie exist? In the works, perhaps? As I know there is SOAP interface, but due "SOAP for perl" limitations it was obsoleted. Now, RT has REST interface and upcoming Atom. Best regards. Ruslan. > > Jens > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Wed Jul 14 03:34:36 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 14 Jul 2004 11:34:36 +0400 Subject: [rt-users] RTx::Shredder to delete old tickets In-Reply-To: <20040714023959.GA29968@qwestip.net> References: <20040714023959.GA29968@qwestip.net> Message-ID: <40F4E20C.3020508@acronis.ru> Asif Iqbal wrote: > Hi > > Can RTx::Shredder be used to delete Tickets/Transactions for Tickets > older than may be one year? yes, current rtx-shredder script do exactly this action. /opt/rt3/local/sbin/rtx-shredder YYYY-MM-DD Wipeout deleted tickets and all data that depends only on them. Feedback is more then wellcome, it's required. > > I like to use that to reduce the size of my ibdata1 and ibdata2 > tablespaces which are in total over 5 gig which is almost 80% of my file > partition in Solaris 8. May be after shredding you should do some manipulation with mysql, I don't know if InnoDB engine reduce size of files after DELETE's. > > Thanks for the help Best regards. Ruslan. From Richard.Ellis at Sun.COM Wed Jul 14 07:07:14 2004 From: Richard.Ellis at Sun.COM (Richard Ellis) Date: Wed, 14 Jul 2004 12:07:14 +0100 Subject: [rt-users] Problem with Korean language emails In-Reply-To: <20040713220544.CA25784C0A0@pallas.eruditorum.org> References: <20040713220544.CA25784C0A0@pallas.eruditorum.org> Message-ID: <1089803232.50812.109.camel@sr-egmp02-02> Hi, One of our users is complaining that since upgrading to 3.2.0, they cannot send or receive Korean language emails to RT. They can create a ticket from the GUI and that works properly, but the emails are corrupted. Anyone any ideas how to fix it? Using 3.2.0 Apache 1.3.29 MySQL 4.0.20 Perl 5.8.3 Solaris 9 Thanks Rik On Tue, 2004-07-13 at 23:05, rt-users-request at lists.bestpractical.com wrote: > Send RT-Users mailing list submissions to > rt-users at lists.bestpractical.com > > To subscribe or unsubscribe via the World Wide Web, visit > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > or, via email, send a message with subject or body 'help' to > rt-users-request at lists.bestpractical.com > > You can reach the person managing the list at > rt-users-owner at lists.bestpractical.com > > When replying, please edit your Subject line so it is more specific > than "Re: Contents of RT-Users digest..." > > > Today's Topics: > > 1. Re: upgrade help please :) (michael-list) > 2. Blank Comment (Leon) > 3. Re: Blank Comment (Bret Martin) > 4. Re: Blank Comment (Alex Vandiver) > 5. Problems with Updating Ticket via Jumbo (Derek Buttineau) > 6. Re: Blank Comment (Bret Martin) > 7. Re: Email History (Matthew Will) > 8. Re: Blank Comment (Jesse Vincent) > 9. Re: Email History (Jesse Vincent) > 10. dumpfile-to-rt-3.0 problem: parser: unterminated quotedstring > (Joop van de Wege) > 11. Re: dumpfile-to-rt-3.0 problem: parser: unterminated > quotedstring (Jesse Vincent) > > > ---------------------------------------------------------------------- > > Message: 1 > Date: Wed, 14 Jul 2004 06:04:29 +1000 > From: "michael-list" > Subject: Re: [rt-users] upgrade help please :) > To: > Message-ID: <015c01c46914$9b727b10$0200a8c0 at family> > Content-Type: text/plain; charset="iso-8859-1" > > thanks for pointing that out :) its a sign have to get some sleep, > > i just completed the uninstall of DBIx::SearchBuilder and sucesfully > installed the 0.94 version > still getting similar error, this is the new error that im getting, > > thanks Jesse and Michael for the help :) > > > error: Unsatisfied dependency chain in Joins Users_2 at > /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889. > > context: ... > > code stack: > /usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm:889 > /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:316 > /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:109 > /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:400 > /opt/rt2/lib/RT/Tickets.pm:996 > /opt/rt2/WebRT/html/Elements/MyRequests:11 > /opt/rt2/WebRT/html/index.html:9 > /opt/rt2/WebRT/html/autohandler:58 > > > > ----- Original Message ----- > From: "Michael S. Liebman" > To: "michael-list" > Cc: "Jesse Vincent" ; > > Sent: Wednesday, July 14, 2004 5:16 AM > Subject: Re: [rt-users] upgrade help please :) > > > > On Wed, Jul 14, 2004 at 05:13:08AM +1000, michael-list wrote: > > > what i tried was using cpanp i sucessfully uninstalled Apache::DBI then > > > installed Apache::DBI ver 0.94 that i manually downloaded from the > cpan.org, > > > after an apache restart still getting the same error > > > > Jesse's suggestion was to downgrade *DBIx::SearchBuilder* not Apache::DBI. > > > > Michael > > > > > ----- Original Message ----- > > > From: "Jesse Vincent" > > > To: "michael-list" > > > Cc: > > > Sent: Wednesday, July 14, 2004 4:29 AM > > > Subject: Re: [rt-users] upgrade help please :) > > > > > > > > > > Try backing down to DBIx::SearchBuilder 0.97 > > -- > > Michael S. Liebman m-liebman at northwestern.edu > > http://msl521.freeshell.org/ > > "I have vision and the rest of the world wears bifocals." > > -Paul Newman in "Butch Cassidy & the Sundance Kid" > > > > > > > > > ------------------------------ > > Message: 2 > Date: Tue, 13 Jul 2004 22:49:31 +0200 > From: Leon > Subject: [rt-users] Blank Comment > To: rt-users at lists.bestpractical.com > Message-ID: <40F44ADB.1030202 at tux.datalink.co.za> > Content-Type: text/plain; charset=us-ascii; format=flowed > > Hi > If I open a existing ticket and click on Comment, then click on Home > without doing anything on the comment screen, RT saves a blank Comment. > > Does any one else have this problem? I haven't had this problem with > 3.0.11. I'm not sure if it is a scrip yet. i checked mine, but couldn't > see how it would be able to do this. > > Leon > > > ------------------------------ > > Message: 3 > Date: Tue, 13 Jul 2004 16:58:26 -0400 > From: Bret Martin > Subject: Re: [rt-users] Blank Comment > To: Leon > Cc: rt-users at lists.bestpractical.com > Message-ID: <14404.1089752306 at anasazi.miranda.org> > Content-Type: text/plain; charset=us-ascii > > On Tue, 13 Jul 2004 22:49:31 +0200 Leon wrote: > > If I open a existing ticket and click on Comment, then click on Home > > without doing anything on the comment screen, RT saves a blank Comment. > > > > Does any one else have this problem? I haven't had this problem with > > 3.0.11. I'm not sure if it is a scrip yet. i checked mine, but couldn't > > see how it would be able to do this. > > I bet you're using MySQL and your tables are MyISAM and not InnoDB. > > In RT 3.2, when you load the update page, it looks like RT creates an > empty comment or reply and then rolls back the transaction. Since > MyISAM tables don't support transactions, the blank comment/reply stays. > > I didn't trace this through in the code so I don't know where it happens > -- I figured it out my observing my MySQL query log when I noticed the > same thing on a test RT instance where I had set it up with MyISAM > tables. > > --Bret > > > > > ------------------------------ > > Message: 4 > Date: Tue, 13 Jul 2004 17:08:47 -0400 > From: Alex Vandiver > Subject: Re: [rt-users] Blank Comment > To: Bret Martin > Cc: rt-users at lists.bestpractical.com > Message-ID: <1089752927.10953.3.camel at zoq-fot-pik.mit.edu> > Content-Type: text/plain > > On Tue, 2004-07-13 at 16:58, Bret Martin wrote: > > I bet you're using MySQL and your tables are MyISAM and not InnoDB. > That'd be my guess, too. > > > I didn't trace this through in the code so I don't know where it happens > It happens when the "this message will be sent to" section is generated; > the most foolproof method is, as you noted, to fake a comment, find out > what happened, then roll it back. > The solution is to use a MySQL server that supports InnoDB tables. > Starting with RT 3.2.1, trying to install RT with a MySQL build that > doesn't support InnoDB tables will give an error. > - Alex > > -- > Networking -- one letter away from not working > > > ------------------------------ > > Message: 5 > Date: Tue, 13 Jul 2004 16:40:51 -0400 > From: Derek Buttineau > Subject: [rt-users] Problems with Updating Ticket via Jumbo > To: rt-users at lists.bestpractical.com > Message-ID: <40F448D3.1000506 at csolve.net> > Content-Type: text/plain; charset=us-ascii; format=flowed > > Okay this is a bit odd of a problem.. > > First software: > > Apache 2.0.50 > mod_perl 1.99_14 > RT 3.2.0 > > -Adding just a comment via Jumbo works fine, no issues, page returns > with a status message indicating what was done (as expected) > - Changing the queue on a ticket + adding a comment works on both > pieces, however no status message is returned, it just returns to the > Jumbo screen > - Changing the Owner on a ticket + adding a comment works for the change > of ownership but the comment content is lost > > I haven't checked if any other combination causes issues, I will also > check a similar coniguration except using FastCGI in a short while. > > Just thought I should mention it in case it's a potential bug. > > -- > Regards, > > Derek Buttineau > Internet Systems Developer > Compu-SOLVE Technologies Inc. > Compu-SOLVE Internet Services > > 705.725.1212 x255 > > > > ------------------------------ > > Message: 6 > Date: Tue, 13 Jul 2004 17:14:56 -0400 > From: Bret Martin > Subject: Re: [rt-users] Blank Comment > To: Alex Vandiver > Cc: rt-users at lists.bestpractical.com > Message-ID: <14770.1089753296 at anasazi.miranda.org> > Content-Type: text/plain; charset=us-ascii > > On Tue, 13 Jul 2004 17:08:47 EDT Alex Vandiver wrote: > > The solution is to use a MySQL server that supports InnoDB tables. > > Starting with RT 3.2.1, trying to install RT with a MySQL build that > > doesn't support InnoDB tables will give an error. > > I don't know if you care, but I noticed when installing RT 3.2.0 that > the stanza that creates the "sessions" table in schema.mysql doesn't > have "TYPE=InnoDB;" at the end, but all the other CREATE TABLEs do have > it. > > At first I wasn't sure why that one table way MyISAM and the rest were > InnoDB -- this was before I switched my MySQL configuration to have > InnoDB as the default table type. > > Then again, maybe RT's use of that table doesn't require InnoDB > functionality. Seems like it would be nice to have the tables all of > the same type though. > > --Bret > > > > > ------------------------------ > > Message: 7 > Date: Tue, 13 Jul 2004 17:27:20 -0400 > From: Matthew Will > Subject: Re: [rt-users] Email History > To: rt-users at lists.bestpractical.com > Message-ID: <40F453B8.4080308 at spingen.com> > Content-Type: text/plain; charset=us-ascii; format=flowed > > Just as an update I have commented out line #266 in > lib/RT/Action/SendEmail.pm to disable it from recording outgoing mail > transactions to the database. If this has an adverse effect on anything > please let me know, although it seems to have done the trick. > > Regards, > -- > Matthew Will > > Matthew Will wrote: > > I am curious to know if it is easily possible to disable the recording > > of outgoing emails in a tickets history. Jesse has mentioned that this > > will be an option that can be configured in 3.2.1, but it would be a > > real convience if it's a quick bit of commenting out some code, to be > > able to do this now. > > > > Regards, > > -- > > Matthew Will > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > ------------------------------ > > Message: 8 > Date: Tue, 13 Jul 2004 17:47:59 -0400 > From: Jesse Vincent > Subject: Re: [rt-users] Blank Comment > To: Bret Martin > Cc: rt-users at lists.bestpractical.com > Message-ID: <20040713214759.GY13260 at pallas.eruditorum.org> > Content-Type: text/plain; charset=us-ascii > > > > > On Tue, Jul 13, 2004 at 05:14:56PM -0400, Bret Martin wrote: > > On Tue, 13 Jul 2004 17:08:47 EDT Alex Vandiver wrote: > > > The solution is to use a MySQL server that supports InnoDB tables. > > > Starting with RT 3.2.1, trying to install RT with a MySQL build that > > > doesn't support InnoDB tables will give an error. > > > > I don't know if you care, but I noticed when installing RT 3.2.0 that > > the stanza that creates the "sessions" table in schema.mysql doesn't > > have "TYPE=InnoDB;" at the end, but all the other CREATE TABLEs do have > > it. > > The sessions table is really just there for Apache::Session. It doesn't > need to be innodb. > > > > ------------------------------ > > Message: 9 > Date: Tue, 13 Jul 2004 17:49:10 -0400 > From: Jesse Vincent > Subject: Re: [rt-users] Email History > To: Matthew Will > Cc: rt-users at lists.bestpractical.com > Message-ID: <20040713214910.GZ13260 at pallas.eruditorum.org> > Content-Type: text/plain; charset=us-ascii > > That should be fine. 3.2.1 makes that line conditional. > > > On Tue, Jul 13, 2004 at 05:27:20PM -0400, Matthew Will wrote: > > Just as an update I have commented out line #266 in > > lib/RT/Action/SendEmail.pm to disable it from recording outgoing mail > > transactions to the database. If this has an adverse effect on anything > > please let me know, although it seems to have done the trick. > > > > Regards, > > -- > > Matthew Will > > > > Matthew Will wrote: > > >I am curious to know if it is easily possible to disable the recording > > >of outgoing emails in a tickets history. Jesse has mentioned that this > > >will be an option that can be configured in 3.2.1, but it would be a > > >real convience if it's a quick bit of commenting out some code, to be > > >able to do this now. > > > > > >Regards, > > >-- > > >Matthew Will > > >_______________________________________________ > > >http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > > >Be sure to check out the RT wiki at http://wiki.bestpractical.com > > > > _______________________________________________ > > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > > -- > > > ------------------------------ > > Message: 10 > Date: Tue, 13 Jul 2004 23:11:32 +0200 > From: Joop van de Wege > Subject: [rt-users] dumpfile-to-rt-3.0 problem: parser: unterminated > quotedstring > To: rt-users at lists.bestpractical.com > Message-ID: <20040713225637.9A6C.JOOPVANDEWEGE at mococo.nl> > Content-Type: text/plain; charset="US-ASCII" > > > I've detected the reason of the problem, but I don't know how to > woraroud > > it. > > The cause is that the attachment is marked as base64-encoded while IT IS > > NOT! > > It was base64-encoded in the RT2 database, I checked that up with direct SQL > > query. > > But serialized version of the ticket in the exported form contains decoded > > content of the attachment. > > I can't find decoding in rt-2.0-to-dumpfile script so it must be performed > > somewhere in the RT library (probably $att->Content() do that???). So > > dumpfile-to-rt-3.0 have to encode it back to base64 to be able to store it > > to the database. > > > > In this case the problem must be in this piece of code of the > > rt-2.0-to-dumpfile script: > > > > my $att_param ( sort keys %{ $att->{_AccessibleCache} } ) > > { > > if ($att_param eq 'Content') { > > $att_ds->{$att_param} = $att->Content(); > > > > } else { > > > > $att_ds->{$att_param} = > > $att->_Value($att_param) > > if (defined $att->_Value($att_param) > > ); > > } > > > > and actualy there is no need to decode attachment content if it is > > base64-encoded? > > > > Regards, > > -- > > Alexei Barantsev > I'm having a similar problem moving data from RT2.0.13 to RT3.2.0 using > Oracle as a backend. > The same problem, data in RT2 is base64 encoded in the database, which > is regulated through the BinarySafeBlobs boolean in SearchBuilder. If > set to true it will store binaries in binary else it will base64 encode > them and store them in ASCII. > If you read through Attachment.pm in lib/RT there it will say that it > will decode base64 before returning it to the client app in this case > rt2-to-dumpfile which will store it decoded into the dumpfiles. There it > will also store that it is base64 encoded data which is not correct. > Further when this data is imported using dumpfile-to-rt3 I think > something else goes wrong > - it should honor either the fact that the encoding is no longer base64 > thus ignoring the explicit encoding-type. > - or maybe it shouldn't use Import but Create in which case it may > correctly figure out that it is binary and needs to be encoded. > > Looking at some code it looks like there is something that might be > usable to both of us namely: RT::AlwaysUseBase64. > I'm going to investigate tomorrow if either BLOB's in Oracle work or if > I can force base64 encoding which it already should do according to > SearchBuilder/Handle/Oracle.pm > > Joop > PS: > Sorry for any mistake in logic, its getting late after quite a few > looongg days. From cubic at acronis.ru Wed Jul 14 07:18:01 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 14 Jul 2004 15:18:01 +0400 Subject: [rt-users] Problem with Korean language emails In-Reply-To: <1089803232.50812.109.camel@sr-egmp02-02> References: <20040713220544.CA25784C0A0@pallas.eruditorum.org> <1089803232.50812.109.camel@sr-egmp02-02> Message-ID: <40F51669.30201@acronis.ru> Richard Ellis wrote: > Hi, > > One of our users is complaining that since upgrading to 3.2.0, they > cannot send or receive Korean language emails to RT. They can create a > ticket from the GUI and that works properly, but the emails are > corrupted. > > Anyone any ideas how to fix it? You should provide debug info. Test email that fails(for example: in Mozilla Mail in outgoing folder choose mail and click right button on content->view source->copy&send ) Mail logs. RT logs with debug level: wiki.bestpractical.com/?Debug > > Using 3.2.0 > Apache 1.3.29 > MySQL 4.0.20 > Perl 5.8.3 > Solaris 9 > > Thanks > > Rik > On Tue, 2004-07-13 at 23:05, rt-users-request at lists.bestpractical.com > wrote: > >>Send RT-Users mailing list submissions to >> rt-users at lists.bestpractical.com >> >>To subscribe or unsubscribe via the World Wide Web, visit >> http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>or, via email, send a message with subject or body 'help' to >> rt-users-request at lists.bestpractical.com >> >>You can reach the person managing the list at >> rt-users-owner at lists.bestpractical.com >> >>When replying, please edit your Subject line so it is more specific >>than "Re: Contents of RT-Users digest..." >> >> >>Today's Topics: >> >> 1. Re: upgrade help please :) (michael-list) >> 2. Blank Comment (Leon) >> 3. Re: Blank Comment (Bret Martin) >> 4. Re: Blank Comment (Alex Vandiver) >> 5. Problems with Updating Ticket via Jumbo (Derek Buttineau) >> 6. Re: Blank Comment (Bret Martin) >> 7. Re: Email History (Matthew Will) >> 8. Re: Blank Comment (Jesse Vincent) >> 9. Re: Email History (Jesse Vincent) >> 10. dumpfile-to-rt-3.0 problem: parser: unterminated quotedstring >> (Joop van de Wege) >> 11. Re: dumpfile-to-rt-3.0 problem: parser: unterminated >> quotedstring (Jesse Vincent) >> >> >>---------------------------------------------------------------------- >> >>Message: 1 >>Date: Wed, 14 Jul 2004 06:04:29 +1000 >>From: "michael-list" >>Subject: Re: [rt-users] upgrade help please :) >>To: >>Message-ID: <015c01c46914$9b727b10$0200a8c0 at family> >>Content-Type: text/plain; charset="iso-8859-1" >> >>thanks for pointing that out :) its a sign have to get some sleep, >> >>i just completed the uninstall of DBIx::SearchBuilder and sucesfully >>installed the 0.94 version >>still getting similar error, this is the new error that im getting, >> >>thanks Jesse and Michael for the help :) >> >> >> error: Unsatisfied dependency chain in Joins Users_2 at >>/usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm line 889. >> >> context: ... >> >> code stack: >>/usr/local/share/perl/5.8.4/DBIx/SearchBuilder/Handle.pm:889 >> /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:316 >> /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:109 >> /usr/local/share/perl/5.8.4/DBIx/SearchBuilder.pm:400 >> /opt/rt2/lib/RT/Tickets.pm:996 >> /opt/rt2/WebRT/html/Elements/MyRequests:11 >> /opt/rt2/WebRT/html/index.html:9 >> /opt/rt2/WebRT/html/autohandler:58 >> >> >> >>----- Original Message ----- >>From: "Michael S. Liebman" >>To: "michael-list" >>Cc: "Jesse Vincent" ; >> >>Sent: Wednesday, July 14, 2004 5:16 AM >>Subject: Re: [rt-users] upgrade help please :) >> >> >> >>>On Wed, Jul 14, 2004 at 05:13:08AM +1000, michael-list wrote: >>> >>>>what i tried was using cpanp i sucessfully uninstalled Apache::DBI then >>>>installed Apache::DBI ver 0.94 that i manually downloaded from the >> >>cpan.org, >> >>>>after an apache restart still getting the same error >>> >>>Jesse's suggestion was to downgrade *DBIx::SearchBuilder* not Apache::DBI. >>> >>>Michael >>> >>> >>>>----- Original Message ----- >>>>From: "Jesse Vincent" >>>>To: "michael-list" >>>>Cc: >>>>Sent: Wednesday, July 14, 2004 4:29 AM >>>>Subject: Re: [rt-users] upgrade help please :) >>>> >>>> >>>> >>>>>Try backing down to DBIx::SearchBuilder 0.97 >>> >>>-- >>>Michael S. Liebman m-liebman at northwestern.edu >>> http://msl521.freeshell.org/ >>>"I have vision and the rest of the world wears bifocals." >>> -Paul Newman in "Butch Cassidy & the Sundance Kid" >>> >>> >> >> >> >> >>------------------------------ >> >>Message: 2 >>Date: Tue, 13 Jul 2004 22:49:31 +0200 >>From: Leon >>Subject: [rt-users] Blank Comment >>To: rt-users at lists.bestpractical.com >>Message-ID: <40F44ADB.1030202 at tux.datalink.co.za> >>Content-Type: text/plain; charset=us-ascii; format=flowed >> >>Hi >>If I open a existing ticket and click on Comment, then click on Home >>without doing anything on the comment screen, RT saves a blank Comment. >> >>Does any one else have this problem? I haven't had this problem with >>3.0.11. I'm not sure if it is a scrip yet. i checked mine, but couldn't >>see how it would be able to do this. >> >>Leon >> >> >>------------------------------ >> >>Message: 3 >>Date: Tue, 13 Jul 2004 16:58:26 -0400 >>From: Bret Martin >>Subject: Re: [rt-users] Blank Comment >>To: Leon >>Cc: rt-users at lists.bestpractical.com >>Message-ID: <14404.1089752306 at anasazi.miranda.org> >>Content-Type: text/plain; charset=us-ascii >> >>On Tue, 13 Jul 2004 22:49:31 +0200 Leon wrote: >> >>>If I open a existing ticket and click on Comment, then click on Home >>>without doing anything on the comment screen, RT saves a blank Comment. >>> >>>Does any one else have this problem? I haven't had this problem with >>>3.0.11. I'm not sure if it is a scrip yet. i checked mine, but couldn't >>>see how it would be able to do this. >> >>I bet you're using MySQL and your tables are MyISAM and not InnoDB. >> >>In RT 3.2, when you load the update page, it looks like RT creates an >>empty comment or reply and then rolls back the transaction. Since >>MyISAM tables don't support transactions, the blank comment/reply stays. >> >>I didn't trace this through in the code so I don't know where it happens >>-- I figured it out my observing my MySQL query log when I noticed the >>same thing on a test RT instance where I had set it up with MyISAM >>tables. >> >>--Bret >> >> >> >> >>------------------------------ >> >>Message: 4 >>Date: Tue, 13 Jul 2004 17:08:47 -0400 >>From: Alex Vandiver >>Subject: Re: [rt-users] Blank Comment >>To: Bret Martin >>Cc: rt-users at lists.bestpractical.com >>Message-ID: <1089752927.10953.3.camel at zoq-fot-pik.mit.edu> >>Content-Type: text/plain >> >>On Tue, 2004-07-13 at 16:58, Bret Martin wrote: >> >>>I bet you're using MySQL and your tables are MyISAM and not InnoDB. >> >>That'd be my guess, too. >> >> >>>I didn't trace this through in the code so I don't know where it happens >> >>It happens when the "this message will be sent to" section is generated; >>the most foolproof method is, as you noted, to fake a comment, find out >>what happened, then roll it back. >> The solution is to use a MySQL server that supports InnoDB tables. >>Starting with RT 3.2.1, trying to install RT with a MySQL build that >>doesn't support InnoDB tables will give an error. >> - Alex >> >>-- >>Networking -- one letter away from not working >> >> >>------------------------------ >> >>Message: 5 >>Date: Tue, 13 Jul 2004 16:40:51 -0400 >>From: Derek Buttineau >>Subject: [rt-users] Problems with Updating Ticket via Jumbo >>To: rt-users at lists.bestpractical.com >>Message-ID: <40F448D3.1000506 at csolve.net> >>Content-Type: text/plain; charset=us-ascii; format=flowed >> >>Okay this is a bit odd of a problem.. >> >>First software: >> >>Apache 2.0.50 >>mod_perl 1.99_14 >>RT 3.2.0 >> >>-Adding just a comment via Jumbo works fine, no issues, page returns >>with a status message indicating what was done (as expected) >>- Changing the queue on a ticket + adding a comment works on both >>pieces, however no status message is returned, it just returns to the >>Jumbo screen >>- Changing the Owner on a ticket + adding a comment works for the change >>of ownership but the comment content is lost >> >>I haven't checked if any other combination causes issues, I will also >>check a similar coniguration except using FastCGI in a short while. >> >>Just thought I should mention it in case it's a potential bug. >> >>-- >>Regards, >> >>Derek Buttineau >>Internet Systems Developer >>Compu-SOLVE Technologies Inc. >>Compu-SOLVE Internet Services >> >>705.725.1212 x255 >> >> >> >>------------------------------ >> >>Message: 6 >>Date: Tue, 13 Jul 2004 17:14:56 -0400 >>From: Bret Martin >>Subject: Re: [rt-users] Blank Comment >>To: Alex Vandiver >>Cc: rt-users at lists.bestpractical.com >>Message-ID: <14770.1089753296 at anasazi.miranda.org> >>Content-Type: text/plain; charset=us-ascii >> >>On Tue, 13 Jul 2004 17:08:47 EDT Alex Vandiver wrote: >> >>> The solution is to use a MySQL server that supports InnoDB tables. >>>Starting with RT 3.2.1, trying to install RT with a MySQL build that >>>doesn't support InnoDB tables will give an error. >> >>I don't know if you care, but I noticed when installing RT 3.2.0 that >>the stanza that creates the "sessions" table in schema.mysql doesn't >>have "TYPE=InnoDB;" at the end, but all the other CREATE TABLEs do have >>it. >> >>At first I wasn't sure why that one table way MyISAM and the rest were >>InnoDB -- this was before I switched my MySQL configuration to have >>InnoDB as the default table type. >> >>Then again, maybe RT's use of that table doesn't require InnoDB >>functionality. Seems like it would be nice to have the tables all of >>the same type though. >> >>--Bret >> >> >> >> >>------------------------------ >> >>Message: 7 >>Date: Tue, 13 Jul 2004 17:27:20 -0400 >>From: Matthew Will >>Subject: Re: [rt-users] Email History >>To: rt-users at lists.bestpractical.com >>Message-ID: <40F453B8.4080308 at spingen.com> >>Content-Type: text/plain; charset=us-ascii; format=flowed >> >>Just as an update I have commented out line #266 in >>lib/RT/Action/SendEmail.pm to disable it from recording outgoing mail >>transactions to the database. If this has an adverse effect on anything >>please let me know, although it seems to have done the trick. >> >>Regards, >>-- >>Matthew Will >> >>Matthew Will wrote: >> >>>I am curious to know if it is easily possible to disable the recording >>>of outgoing emails in a tickets history. Jesse has mentioned that this >>>will be an option that can be configured in 3.2.1, but it would be a >>>real convience if it's a quick bit of commenting out some code, to be >>>able to do this now. >>> >>>Regards, >>>-- >>>Matthew Will >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> >> >> >>------------------------------ >> >>Message: 8 >>Date: Tue, 13 Jul 2004 17:47:59 -0400 >>From: Jesse Vincent >>Subject: Re: [rt-users] Blank Comment >>To: Bret Martin >>Cc: rt-users at lists.bestpractical.com >>Message-ID: <20040713214759.GY13260 at pallas.eruditorum.org> >>Content-Type: text/plain; charset=us-ascii >> >> >> >> >>On Tue, Jul 13, 2004 at 05:14:56PM -0400, Bret Martin wrote: >> >>>On Tue, 13 Jul 2004 17:08:47 EDT Alex Vandiver wrote: >>> >>>> The solution is to use a MySQL server that supports InnoDB tables. >>>>Starting with RT 3.2.1, trying to install RT with a MySQL build that >>>>doesn't support InnoDB tables will give an error. >>> >>>I don't know if you care, but I noticed when installing RT 3.2.0 that >>>the stanza that creates the "sessions" table in schema.mysql doesn't >>>have "TYPE=InnoDB;" at the end, but all the other CREATE TABLEs do have >>>it. >> >>The sessions table is really just there for Apache::Session. It doesn't >>need to be innodb. >> >> >> >>------------------------------ >> >>Message: 9 >>Date: Tue, 13 Jul 2004 17:49:10 -0400 >>From: Jesse Vincent >>Subject: Re: [rt-users] Email History >>To: Matthew Will >>Cc: rt-users at lists.bestpractical.com >>Message-ID: <20040713214910.GZ13260 at pallas.eruditorum.org> >>Content-Type: text/plain; charset=us-ascii >> >>That should be fine. 3.2.1 makes that line conditional. >> >> >>On Tue, Jul 13, 2004 at 05:27:20PM -0400, Matthew Will wrote: >> >>>Just as an update I have commented out line #266 in >>>lib/RT/Action/SendEmail.pm to disable it from recording outgoing mail >>>transactions to the database. If this has an adverse effect on anything >>>please let me know, although it seems to have done the trick. >>> >>>Regards, >>>-- >>>Matthew Will >>> >>>Matthew Will wrote: >>> >>>>I am curious to know if it is easily possible to disable the recording >>>>of outgoing emails in a tickets history. Jesse has mentioned that this >>>>will be an option that can be configured in 3.2.1, but it would be a >>>>real convience if it's a quick bit of commenting out some code, to be >>>>able to do this now. >>>> >>>>Regards, >>>>-- >>>>Matthew Will >>>>_______________________________________________ >>>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>>> >>>>Be sure to check out the RT wiki at http://wiki.bestpractical.com >>> >>>_______________________________________________ >>>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >>> >>>Be sure to check out the RT wiki at http://wiki.bestpractical.com >> >>-- >> >> >>------------------------------ >> >>Message: 10 >>Date: Tue, 13 Jul 2004 23:11:32 +0200 >>From: Joop van de Wege >>Subject: [rt-users] dumpfile-to-rt-3.0 problem: parser: unterminated >> quotedstring >>To: rt-users at lists.bestpractical.com >>Message-ID: <20040713225637.9A6C.JOOPVANDEWEGE at mococo.nl> >>Content-Type: text/plain; charset="US-ASCII" >> >> >>>I've detected the reason of the problem, but I don't know how to >> >>woraroud >> >>>it. >>>The cause is that the attachment is marked as base64-encoded while IT IS >>>NOT! >>>It was base64-encoded in the RT2 database, I checked that up with direct SQL >>>query. >>>But serialized version of the ticket in the exported form contains decoded >>>content of the attachment. >>>I can't find decoding in rt-2.0-to-dumpfile script so it must be performed >>>somewhere in the RT library (probably $att->Content() do that???). So >>>dumpfile-to-rt-3.0 have to encode it back to base64 to be able to store it >>>to the database. >>> >>>In this case the problem must be in this piece of code of the >>>rt-2.0-to-dumpfile script: >>> >>> my $att_param ( sort keys %{ $att->{_AccessibleCache} } ) >>>{ >>> if ($att_param eq 'Content') { >>> $att_ds->{$att_param} = $att->Content(); >>> >>> } else { >>> >>> $att_ds->{$att_param} = >>>$att->_Value($att_param) >>> if (defined $att->_Value($att_param) >>>); >>> } >>> >>>and actualy there is no need to decode attachment content if it is >>>base64-encoded? >>> >>>Regards, >>>-- >>>Alexei Barantsev >> >>I'm having a similar problem moving data from RT2.0.13 to RT3.2.0 using >>Oracle as a backend. >>The same problem, data in RT2 is base64 encoded in the database, which >>is regulated through the BinarySafeBlobs boolean in SearchBuilder. If >>set to true it will store binaries in binary else it will base64 encode >>them and store them in ASCII. >>If you read through Attachment.pm in lib/RT there it will say that it >>will decode base64 before returning it to the client app in this case >>rt2-to-dumpfile which will store it decoded into the dumpfiles. There it >>will also store that it is base64 encoded data which is not correct. >>Further when this data is imported using dumpfile-to-rt3 I think >>something else goes wrong >>- it should honor either the fact that the encoding is no longer base64 >>thus ignoring the explicit encoding-type. >>- or maybe it shouldn't use Import but Create in which case it may >>correctly figure out that it is binary and needs to be encoded. >> >>Looking at some code it looks like there is something that might be >>usable to both of us namely: RT::AlwaysUseBase64. >>I'm going to investigate tomorrow if either BLOB's in Oracle work or if >>I can force base64 encoding which it already should do according to >>SearchBuilder/Handle/Oracle.pm >> >>Joop >>PS: >>Sorry for any mistake in logic, its getting late after quite a few >>looongg days. > > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From iqbala-rt-users at qwestip.net Wed Jul 14 07:31:26 2004 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Wed, 14 Jul 2004 07:31:26 -0400 Subject: [rt-users] RTx::Shredder to delete old tickets In-Reply-To: <40F4E20C.3020508@acronis.ru> References: <20040714023959.GA29968@qwestip.net> <40F4E20C.3020508@acronis.ru> Message-ID: <20040714113126.GB29968@qwestip.net> Ruslan U. Zakirov wrote: > Asif Iqbal wrote: > >Hi > > > >Can RTx::Shredder be used to delete Tickets/Transactions for Tickets > >older than may be one year? > yes, current rtx-shredder script do exactly this action. > /opt/rt3/local/sbin/rtx-shredder YYYY-MM-DD > Wipeout deleted tickets and all data that depends only on them. How about deleting all tickets (resolved/deleted/stalled/...) from YYYY-MM-DD to the beginning. For examples all tickets that are older than say 2002-12-31 Can it do that? > > Feedback is more then wellcome, it's required. > > > > >I like to use that to reduce the size of my ibdata1 and ibdata2 > >tablespaces which are in total over 5 gig which is almost 80% of my file > >partition in Solaris 8. > May be after shredding you should do some manipulation with mysql, I > don't know if InnoDB engine reduce size of files after DELETE's. > > > >Thanks for the help > > > Best regards. Ruslan. -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From cubic at acronis.ru Wed Jul 14 07:40:15 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 14 Jul 2004 15:40:15 +0400 Subject: [rt-users] RTx::Shredder to delete old tickets In-Reply-To: <20040714113126.GB29968@qwestip.net> References: <20040714023959.GA29968@qwestip.net> <40F4E20C.3020508@acronis.ru> <20040714113126.GB29968@qwestip.net> Message-ID: <40F51B9F.5000008@acronis.ru> Hello. OO API allow delete any RT object. No script (rtx-shredder) is not full featured. You can easy comment out Limit(FIELD => 'Status', VALUE => 'deleted') or add another Limit condition. If you want delete more then 1k tickets at once you need much memory. I had big memory footprint with 20k tickets, because of it I did step by step wiping out. I'll fix this problem next release. Best regards. Ruslan. Asif Iqbal wrote: > Ruslan U. Zakirov wrote: > >>Asif Iqbal wrote: >> >>>Hi >>> >>>Can RTx::Shredder be used to delete Tickets/Transactions for Tickets >>>older than may be one year? >> >>yes, current rtx-shredder script do exactly this action. >>/opt/rt3/local/sbin/rtx-shredder YYYY-MM-DD >>Wipeout deleted tickets and all data that depends only on them. > > > How about deleting all tickets (resolved/deleted/stalled/...) from > YYYY-MM-DD to the beginning. For examples all tickets that are older > than say 2002-12-31 > > Can it do that? > > >>Feedback is more then wellcome, it's required. >> >> >>>I like to use that to reduce the size of my ibdata1 and ibdata2 >>>tablespaces which are in total over 5 gig which is almost 80% of my file >>>partition in Solaris 8. >> >>May be after shredding you should do some manipulation with mysql, I >>don't know if InnoDB engine reduce size of files after DELETE's. >> >>>Thanks for the help >> >> >> Best regards. Ruslan. > > From iqbala-rt-users at qwestip.net Wed Jul 14 07:44:28 2004 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Wed, 14 Jul 2004 07:44:28 -0400 Subject: [rt-users] RTx::Shredder to delete old tickets In-Reply-To: <40F51B9F.5000008@acronis.ru> References: <20040714023959.GA29968@qwestip.net> <40F4E20C.3020508@acronis.ru> <20040714113126.GB29968@qwestip.net> <40F51B9F.5000008@acronis.ru> Message-ID: <20040714114428.GC29968@qwestip.net> Ruslan U. Zakirov wrote: > Hello. > OO API allow delete any RT object. > > No script (rtx-shredder) is not full featured. > You can easy comment out Limit(FIELD => 'Status', VALUE => 'deleted') or > add another Limit condition. > > If you want delete more then 1k tickets at once you need much memory. I > had big memory footprint with 20k tickets, because of it I did step by > step wiping out. I'll fix this problem next release. > > Best regards. Ruslan. Is there any tool done by RT community to reduce the size of the ibdata tablespaces? > > Asif Iqbal wrote: > >Ruslan U. Zakirov wrote: > > > >>Asif Iqbal wrote: > >> > >>>Hi > >>> > >>>Can RTx::Shredder be used to delete Tickets/Transactions for Tickets > >>>older than may be one year? > >> > >>yes, current rtx-shredder script do exactly this action. > >>/opt/rt3/local/sbin/rtx-shredder YYYY-MM-DD > >>Wipeout deleted tickets and all data that depends only on them. > > > > > >How about deleting all tickets (resolved/deleted/stalled/...) from > >YYYY-MM-DD to the beginning. For examples all tickets that are older > >than say 2002-12-31 > > > >Can it do that? > > > > > >>Feedback is more then wellcome, it's required. > >> > >> > >>>I like to use that to reduce the size of my ibdata1 and ibdata2 > >>>tablespaces which are in total over 5 gig which is almost 80% of my file > >>>partition in Solaris 8. > >> > >>May be after shredding you should do some manipulation with mysql, I > >>don't know if InnoDB engine reduce size of files after DELETE's. > >> > >>>Thanks for the help > >> > >> > >> Best regards. Ruslan. > > > > > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From cubic at acronis.ru Wed Jul 14 07:57:29 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 14 Jul 2004 15:57:29 +0400 Subject: [rt-users] RTx::Shredder to delete old tickets In-Reply-To: <20040714114428.GC29968@qwestip.net> References: <20040714023959.GA29968@qwestip.net> <40F4E20C.3020508@acronis.ru> <20040714113126.GB29968@qwestip.net> <40F51B9F.5000008@acronis.ru> <20040714114428.GC29968@qwestip.net> Message-ID: <40F51FA9.8020606@acronis.ru> Asif Iqbal wrote: > Ruslan U. Zakirov wrote: > >> Hello. >>OO API allow delete any RT object. >> >>No script (rtx-shredder) is not full featured. >>You can easy comment out Limit(FIELD => 'Status', VALUE => 'deleted') or >>add another Limit condition. >> >>If you want delete more then 1k tickets at once you need much memory. I >>had big memory footprint with 20k tickets, because of it I did step by >>step wiping out. I'll fix this problem next release. >> >> Best regards. Ruslan. > > > Is there any tool done by RT community to reduce the size of the ibdata tablespaces? It's mysql :) As I understood manual ibdata file never become smaller then it was, but after DELETE, DROP mysql uses empty blocks. Mysql allow recreate ibdata file, size would be as much as needed for your data. http://dev.mysql.com/doc/mysql/en/Adding_and_removing.html > > >>Asif Iqbal wrote: >> >>>Ruslan U. Zakirov wrote: >>> >>> >>>>Asif Iqbal wrote: >>>> >>>> >>>>>Hi >>>>> >>>>>Can RTx::Shredder be used to delete Tickets/Transactions for Tickets >>>>>older than may be one year? >>>> >>>>yes, current rtx-shredder script do exactly this action. >>>>/opt/rt3/local/sbin/rtx-shredder YYYY-MM-DD >>>>Wipeout deleted tickets and all data that depends only on them. >>> >>> >>>How about deleting all tickets (resolved/deleted/stalled/...) from >>>YYYY-MM-DD to the beginning. For examples all tickets that are older >>>than say 2002-12-31 >>> >>>Can it do that? >>> >>> >>> >>>>Feedback is more then wellcome, it's required. >>>> >>>> >>>> >>>>>I like to use that to reduce the size of my ibdata1 and ibdata2 >>>>>tablespaces which are in total over 5 gig which is almost 80% of my file >>>>>partition in Solaris 8. >>>> >>>>May be after shredding you should do some manipulation with mysql, I >>>>don't know if InnoDB engine reduce size of files after DELETE's. >>>> >>>> >>>>>Thanks for the help >>>> >>>> >>>> Best regards. Ruslan. >>> >>> > From howard.jones at network-i.net Wed Jul 14 08:01:20 2004 From: howard.jones at network-i.net (Howard Jones) Date: Wed, 14 Jul 2004 13:01:20 +0100 Subject: [rt-users] RT XML/RPC interface References: <20040714060931.GD14624@vanilla.office.cyber.com.au> <40F4E167.8040907@acronis.ru> Message-ID: <0bf601c4699a$4692ea90$0a01010a@slough.local> Ruslan U. Zakirov wrote: > As I know there is SOAP interface, but due "SOAP for perl" limitations > it was obsoleted. > Now, RT has REST interface and upcoming Atom. > Best regards. Ruslan. Ruslan, But is there any documentation about this? I want to use this to create new tickets from another system, but I don't undertstand what format the request needs to be in. I think it needs to go to http://rt.company.com/REST/1.0/ticket/new and I think it needs to be a POST request. I get a template by doing a GET to that address, but using that template in a TEXTAREA posted to that URL only produces an error message. How does it really work? Best Regards, Howard From barnaclebob at gmail.com Wed Jul 14 08:28:16 2004 From: barnaclebob at gmail.com (Barnacle Bob) Date: Wed, 14 Jul 2004 08:28:16 -0400 Subject: [rt-users] Changing Queue in custom scripts. Message-ID: I am trying to setup a way for when a approval ticket gets approved, the parent ticket gets put in a different queue. Is this a possible thing to do or should i look at implementing some other way for the workflow to go. If it is possible could someone give me some hints as to how to do it. I'm picking up more and more perl as i work on this, but im still very new to it. I want to set it up this way so the maintenance staff can just grab any ticket out of a particular queue to work on rather than having to figure out if they are approved or not, since they are not very tech savy. Thanks for any help in advance -Karl Pietri P.S. excuse this message if it was already sent, i did not recive a copy through the list and wondered if it was sent or not. From robin.cull at piresearch.co.uk Wed Jul 14 08:42:21 2004 From: robin.cull at piresearch.co.uk (Robin Cull) Date: Wed, 14 Jul 2004 13:42:21 +0100 Subject: [rt-users] New install, opening index displays script content s or error Message-ID: <3214C8857C03384D8B17B4FD89AA8724015AA2BD@raven.pigroup.co.uk> Shawn Jooste (CSP) wrote: > Robin Cull wrote: >> > Ja you should see the login screen I thought so. > i get the same error, i have no idea what causes it. Have you looked > at > your httpd logs? what do they say? Post the log to the list so we can > see. Also what DB are you using? Pg / MySQL? Modperl / FastCGI. I > think > our errors are related. I'm using MySQL and Modperl. When I connect to localhost on the same machine I get no error message in the logs, when I connect with a remote machine I get: [Wed Jul 14 09:22:54 2004] [error] [client 192.152.48.152] Connect Failed Access denied for user: '@localhost' to database 'pisupport-rt-test'! at /usr/lib/rt/RT.pm line 149! DBI connect('dbname=pisupport-rt-test;host=localhost','pisupport-rt',...) failed: Access denied for user: '@localhost' to database 'pisupport-rt-test' at /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Handle.pm line 132 [Wed Jul 14 09:22:55 2004] [error] [client 192.152.48.152] Connect Failed Access denied for user: '@localhost' to database 'pisupport-rt-test'! at /usr/lib/rt/RT.pm line 149! This leads me to believe that there are actually two problems. One with the script parsing and the other with remote connections. Any ideas? Thanks in advance. Robin From barancev at ispras.ru Wed Jul 14 08:43:50 2004 From: barancev at ispras.ru (Alexei Barantsev) Date: Wed, 14 Jul 2004 16:43:50 +0400 Subject: [rt-users] dumpfile-to-rt-3.0 problem: parser: unterminated quoted string In-Reply-To: <20040713150540.GL13260@pallas.eruditorum.org> Message-ID: <200407141243.i6EChr307481@nord.kazbek.ispras.ru> > -----Original Message----- > From: Jesse Vincent [mailto:jesse at bestpractical.com] > Sent: Tuesday, July 13, 2004 7:06 PM > To: Alexei Barantsev > Cc: rt-users at lists.bestpractical.com > Subject: Re: [rt-users] dumpfile-to-rt-3.0 problem: parser: > unterminated quoted string > > On Tue, Jul 13, 2004 at 05:18:56PM +0400, Alexei Barantsev wrote: > > Could anybody explain me how is it supposed to put binary > attachments > > to the DB? > > > > Postgres schema defines the 'content' column of the 'attachments' > > table having 'text' type, MySQL schema defines is as > 'longtext'. Both > > these types are character ones and don't allow arbitrary > binary data. > > How is it possible to put actual attachment content to > such fields? > > Maybe there is a trick here? Where can I read about it? > > > Using the rt2-to-rt3 toolkit to move between mysql and Pg > isn't really supported. That's what it looks like you're > doing. The two databases have different encoding requirements... > No, I'm moving from Postgres to Postgres. I just mentioned MySQL to show that both these database scemas don't allow for storing binary data to the 'content' field. -- Alexei Barantsev UniTesK Product Line Manager, ISP RAS mailto: barancev at ispras.ru Phone : +7(095)912-5317(ext 4422) Web : http://unitesk.com/ From hk at isphuset.no Wed Jul 14 08:35:30 2004 From: hk at isphuset.no (Hans Kristian Rosbach) Date: Wed, 14 Jul 2004 14:35:30 +0200 Subject: [rt-users] A little modification for those interested Message-ID: <1089808530.3849.53.camel@linux.local> I've made a modification to RT that increases productivity among our support people. Basically I have made stalled and new tickets available from the main page. So if you want such functionality and don't know how to do the modification yourself, then you could take a look here: http://www.circlestorm.org/rt/ -HK From christopher.l.hood at verizon.com Wed Jul 14 08:50:43 2004 From: christopher.l.hood at verizon.com (christopher.l.hood at verizon.com) Date: Wed, 14 Jul 2004 07:50:43 -0500 Subject: [rt-users] Re: RTx::Shredder to delete old tickets Message-ID: Ok I saw this thread and thought COOL that rtx-shredder is exactly what I have been looking for, so I changed dir to where it should be in the installation tree, and WHAM-O , NO rt-shredder script. So were can I get this, I guess that it did not come with my 3.011 distribution of RT. Chris -------------- next part -------------- An HTML attachment was scrubbed... URL: From crazypheel at hotmail.com Wed Jul 14 09:47:34 2004 From: crazypheel at hotmail.com (Philip Shon) Date: Wed, 14 Jul 2004 08:47:34 -0500 Subject: [rt-users] rt-mailgate error Message-ID: I am receiving an error whenever I send in a message to rt-mailgate. I ran the following command (Note: "spamcop" is my email message for testing purposes): cat spamcop | /usr/local/rt3/bin/rt-mailgate --action correspond --url http://X.XX.XXX.XXX --debug --queue General The ticket IS created in RT, but I receive the following message in the console: Connecting to http://X.XX.XXX.XXX/REST/1.0/NoAuth/mail-gateway at /usr/local/rt3/bin/rt-mailgate line 444, <> chunk 1. Inside Unless Should have added value ok Ticket: 153 Queue: Owner: Nobody Status: Subject: Requestor: RT server error. The RT server which handled your email did not behave as expected. It said: Inside Unless <====== (This is my problem) Should have added value <====== (This is my problem ok Ticket: 153 Queue: Owner: Nobody Status: Subject: Requestor: I have determined that the two lines (indicated by the arrows) is the cause of the error. I went into rt-mailgate to locate the source of the message and found that the whole lower block is contained in "$content", but I can't seem to find where the lines "Inside Unless" and "Should have added value" have been inserted into "$content". Any thoughts? -Phil Shon From m-liebman at northwestern.edu Wed Jul 14 09:57:15 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 14 Jul 2004 09:57:15 -0400 Subject: [rt-users] Re: RTx::Shredder to delete old tickets In-Reply-To: References: Message-ID: <20040714135715.GA14004@SDF.LONESTAR.ORG> On Wed, Jul 14, 2004 at 07:50:43AM -0500, christopher.l.hood at verizon.com wrote: > So were can I get this, I guess that it did not come with my 3.011 > distribution of RT. It intentionally doesn't come with the distribution. :) Ruslan has made it available via CPAN. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From iqbala-rt-users at qwestip.net Wed Jul 14 10:09:08 2004 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Wed, 14 Jul 2004 10:09:08 -0400 Subject: [rt-users] Size of ibdata tablespaces Message-ID: <20040714140908.GD29968@qwestip.net> Hi All I am planning to use RTx::Shredder to delete old tickets. I wanted to know if that will help reduce the size of my ibdata tablespaces. I currently have two ibdata tablespaces. The total size of them is 5gig, which is taking about 80% of my disk partition and growing. I have no other disk at this point to extend the ibdata tablespaces I am currently using RT 3.2.0 with MySQL 4.0.13/ModPerl1/Apache 1.3.x on Solaris 8/4x400Mhz/4G ram/E 420R Thanks -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From cubic at acronis.ru Wed Jul 14 10:12:54 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 14 Jul 2004 18:12:54 +0400 Subject: [rt-users] Changing Queue in custom scripts. In-Reply-To: References: Message-ID: <40F53F66.5080400@acronis.ru> http://wiki.bestpractical.com/index.cgi?WriteCustomAction Look for: "Change ticket's queue with target queue name" Best regards. Ruslan. Barnacle Bob wrote: > I am trying to setup a way for when a approval ticket gets approved, > the parent ticket gets put in a different queue. Is this a possible > thing to do or should i look at implementing some other way for the > workflow to go. If it is possible could someone give me some hints as > to how to do it. I'm picking up more and more perl as i work on this, > but im still very new to it. > > I want to set it up this way so the maintenance staff can just grab > any ticket out of a particular queue to work on rather than having to > figure out if they are approved or not, since they are not very tech > savy. Thanks for any help in advance > > -Karl Pietri > > P.S. excuse this message if it was already sent, i did not recive a > copy through the list and wondered if it was sent or not. > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From bam at miranda.org Wed Jul 14 10:13:20 2004 From: bam at miranda.org (Bret Martin) Date: Wed, 14 Jul 2004 10:13:20 -0400 Subject: [rt-users] Notifying Owners and AdminCcs without duplication when Owner is also AdminCc Message-ID: <28809.1089814400@anasazi.miranda.org> I looked for contributed code or previous e-mail messages about this, but didn't come up with much, which makes me wonder if this is not a common situation and therefore that I might be doing something "wrong" here... For any of my queues, the set of people who need to be in the loop on everything and the set of potential owners in that queue generally overlap 100%. However, there's always a chance that there would be an owner who isn't in the AdminCc list, and as things grow here I can imagine a time when we won't want to have all potential owners for a queue also be AdminCcs for that queue, just to cut down on the amount of chatter people have to see by mail. Given that, I generally notify Owner and AdminCcs with two scrips. For example, for comments: On Comment Notify Owner as Comment with template Admin Comment On Comment Notify AdminCcs as Comment with template Admin Comment This avoids the Owner missing things if he is not an AdminCc. But the downside is the Owner gets duplicate mails if he *is* an AdminCc. How do you all deal with this? Do you *not* notify the Owner, but only the AdminCcs? Do you just put up with the dupes? Would a "Notify Owner and AdminCcs" ScripAction solve this problem? For the way we work, it would work to have the Owner implicitly be an AdminCc, and then I could drop the Notify Owner scrip -- but I realize that would probably not be a good change in RT since others have different workflow. --Bret From lists at flothow.de Wed Jul 14 09:10:02 2004 From: lists at flothow.de (Sebastian Flothow) Date: Wed, 14 Jul 2004 15:10:02 +0200 Subject: [rt-users] Log file In-Reply-To: <40F47F38.4030605@gam.co.za> References: <40F47F38.4030605@gam.co.za> Message-ID: <1DE77BFB-D597-11D8-BED2-000393B2BB20@flothow.de> Am 14. Jul 2004 um 02:32 Uhr schrieb Shawn Jooste (CSP): > [Tue Jul 13 17:05:38 2004] [error] [client 192.168.0.157] Not a HASH > reference at > /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line > 920.\n, referer: > http://192.168.0.175/issues/Ticket/Create.html?Queue=3 Is this related to any (noticeable) misbehavior of RT? > Where do i start looking? /usr/lib/perl5/site_perl/5.8.0/DBIx/SearchBuilder/Record.pm line 920. Sebastian -- Sebastian Flothow sebastian at flothow.de Because it reverses the logical flow of conversation. > Why is top posting frowned upon? From cubic at acronis.ru Wed Jul 14 10:20:38 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 14 Jul 2004 18:20:38 +0400 Subject: [rt-users] RT XML/RPC interface In-Reply-To: <0bf601c4699a$4692ea90$0a01010a@slough.local> References: <20040714060931.GD14624@vanilla.office.cyber.com.au> <40F4E167.8040907@acronis.ru> <0bf601c4699a$4692ea90$0a01010a@slough.local> Message-ID: <40F54136.7040102@acronis.ru> Howard Jones wrote: > Ruslan U. Zakirov wrote: > >>As I know there is SOAP interface, but due "SOAP for perl" limitations >>it was obsoleted. >>Now, RT has REST interface and upcoming Atom. >>Best regards. Ruslan. > > > Ruslan, > > But is there any documentation about this? I want to use this to create new > tickets from another system, but I don't undertstand what format the request > needs to be in. > > I think it needs to go to http://rt.company.com/REST/1.0/ticket/new > and I think it needs to be a POST request. If you need unauthorized request then you can use REST/1.0/NoAuth/mail-gateway and send 'message' field as MIME formated block. ticket/new is interface with auth. you can always use user&pass GET/POST arguments > I get a template by doing a GET to that address, but using that template in > a TEXTAREA posted to that URL only produces an error message. What error message? > > How does it really work? > > Best Regards, > > Howard > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From cubic at acronis.ru Wed Jul 14 10:25:05 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 14 Jul 2004 18:25:05 +0400 Subject: [rt-users] Size of ibdata tablespaces In-Reply-To: <20040714140908.GD29968@qwestip.net> References: <20040714140908.GD29968@qwestip.net> Message-ID: <40F54241.1050808@acronis.ru> Asif, did you read MySQL manual? I sent you link. There is answer on the page. Read it. Did you try an expirement: mysql -u root -p test CREATE TABLE ibdata_size_test(...) TYPE=InnoDB; INSERT INTO ibdata_size_test VALUES(...); FLUSH TABLES; ensure that ibdata growing after several inserts then do DELETE FROM ibdata_size_test; FLUSH TABLE; check size !!! First result here !!! then try the same INSERTs again and FLUSH does the size grows? !!! Second experiment results !!! Ruslan. Asif Iqbal wrote: > Hi All > > I am planning to use RTx::Shredder to delete old tickets. I wanted to > know if that will help reduce the size of my ibdata tablespaces. I currently > have two ibdata tablespaces. The total size of them is 5gig, which is > taking about 80% of my disk partition and growing. I have no other disk > at this point to extend the ibdata tablespaces > > I am currently using RT 3.2.0 with MySQL 4.0.13/ModPerl1/Apache 1.3.x on > Solaris 8/4x400Mhz/4G ram/E 420R > > Thanks From steve at n2sw.com Wed Jul 14 10:32:06 2004 From: steve at n2sw.com (Steve Rieger) Date: Wed, 14 Jul 2004 10:32:06 -0400 Subject: [rt-users] fastcgi/mason errors Message-ID: <20040714143213.JKPU28276.out007.verizon.net@stacy> [Wed Jul 14 03:16:24 2004] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" (pid 4704) terminated by calling exit with status '13' [Wed Jul 14 03:16:24 2004] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds [Wed Jul 14 03:16:24 2004] [warn] FastCGI: server "/usr/local/rt3/bin/mason_handler.fcgi" has failed to remain running for 30 seconds given 3 attempts, its restart interval has been backed off to 600 seconds can somebody explain this please -- Steve Rieger ICQ# 53956607 MSN IM steve at n2sw.com Yahoo IM riegersteve -------------- next part -------------- An HTML attachment was scrubbed... URL: From iqbala-rt-users at qwestip.net Wed Jul 14 10:49:52 2004 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Wed, 14 Jul 2004 10:49:52 -0400 Subject: [rt-users] Size of ibdata tablespaces In-Reply-To: <40F54241.1050808@acronis.ru> References: <20040714140908.GD29968@qwestip.net> <40F54241.1050808@acronis.ru> Message-ID: <20040714144952.GE29968@qwestip.net> Ruslan U. Zakirov wrote: > Asif, did you read MySQL manual? I sent you link. There is answer on the > page. Read it. Oops!! I just saw it > > Did you try an expirement: > mysql -u root -p test > CREATE TABLE ibdata_size_test(...) TYPE=InnoDB; > INSERT INTO ibdata_size_test VALUES(...); > FLUSH TABLES; I will give these tests a shot tonight > > ensure that ibdata growing after several inserts > then do > DELETE FROM ibdata_size_test; > FLUSH TABLE; > check size > !!! First result here !!! > > then try the same INSERTs again and FLUSH > does the size grows? !!! Second experiment results !!! > > Ruslan. Thanks a lot > > Asif Iqbal wrote: > >Hi All > > > >I am planning to use RTx::Shredder to delete old tickets. I wanted to > >know if that will help reduce the size of my ibdata tablespaces. I > >currently > >have two ibdata tablespaces. The total size of them is 5gig, which is > >taking about 80% of my disk partition and growing. I have no other disk > >at this point to extend the ibdata tablespaces > > > >I am currently using RT 3.2.0 with MySQL 4.0.13/ModPerl1/Apache 1.3.x on > >Solaris 8/4x400Mhz/4G ram/E 420R > > > >Thanks > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From m-liebman at northwestern.edu Wed Jul 14 10:54:15 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 14 Jul 2004 10:54:15 -0400 Subject: [rt-users] fastcgi/mason errors In-Reply-To: <20040714143213.JKPU28276.out007.verizon.net@stacy> References: <20040714143213.JKPU28276.out007.verizon.net@stacy> Message-ID: <20040714145414.GB14004@SDF.LONESTAR.ORG> On Wed, Jul 14, 2004 at 10:32:06AM -0400, Steve Rieger wrote: > [Wed Jul 14 03:16:24 2004] [warn] FastCGI: server > "/usr/local/rt3/bin/mason_handler.fcgi" (pid 4704) terminated by calling > exit with status '13' [snip happens] > can somebody explain this please Is there anything above that first warning? Perhaps something about Perl not being able to locate a file? Check the permissions and ownership of /path/to/rt3/etc/RT_SiteConfig.pm. Make sure you passed the proper user and group to configure with --with-web-user and --with-web-group and run `make fixperms`. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From vivek at khera.org Wed Jul 14 10:32:49 2004 From: vivek at khera.org (Vivek Khera) Date: Wed, 14 Jul 2004 10:32:49 -0400 Subject: [rt-users] RTx::Shredder to delete old tickets In-Reply-To: <40F51B9F.5000008@acronis.ru> References: <20040714023959.GA29968@qwestip.net> <40F4E20C.3020508@acronis.ru> <20040714113126.GB29968@qwestip.net> <40F51B9F.5000008@acronis.ru> Message-ID: On Jul 14, 2004, at 7:40 AM, Ruslan U. Zakirov wrote: > No script (rtx-shredder) is not full featured. > You can easy comment out Limit(FIELD => 'Status', VALUE => 'deleted') > or add another Limit condition. > > If you want delete more then 1k tickets at once you need much memory. > I had big memory footprint with 20k tickets, because of it I did step > by step wiping out. I'll fix this problem next release. We need to all join my occasional pestering of Jesse to fully support foreign key references in the database. :-) The shredder script will then consist of something like "delete from tickets where status='deleted'" and the FK references will take care of chasing down all the references and purging them as well. You could then just alter that delete query with whatever where clause you wanted to suit your needs. From cubic at acronis.ru Wed Jul 14 11:23:37 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 14 Jul 2004 19:23:37 +0400 Subject: [rt-users] RTx::Shredder to delete old tickets In-Reply-To: References: <20040714023959.GA29968@qwestip.net> <40F4E20C.3020508@acronis.ru> <20040714113126.GB29968@qwestip.net> <40F51B9F.5000008@acronis.ru> Message-ID: <40F54FF9.8090207@acronis.ru> Vivek Khera wrote: > > On Jul 14, 2004, at 7:40 AM, Ruslan U. Zakirov wrote: > >> No script (rtx-shredder) is not full featured. >> You can easy comment out Limit(FIELD => 'Status', VALUE => 'deleted') >> or add another Limit condition. >> >> If you want delete more then 1k tickets at once you need much memory. >> I had big memory footprint with 20k tickets, because of it I did step >> by step wiping out. I'll fix this problem next release. > > > We need to all join my occasional pestering of Jesse to fully support > foreign key references in the database. :-) You can start from converting constrints.mysql file to other back-ends. :) I sent updated contraints(FULL) to devel list with comments where FK have to be but is imposible to create because of RT design, for example global queue is '0', but there is no record with id '0' in 'Queues' table. I don't know why Jesse doesn't move to full FK coverage. There is also places where it's imposible to create FK: Attributes, Principals. > > The shredder script will then consist of something like "delete from > tickets where status='deleted'" and the FK references will take care of > chasing down all the references and purging them as well. You could then > just alter that delete query with whatever where clause you wanted to > suit your needs. This is not just script, it's distro. Big todo entry is "write export tool", this mean: you do delete and get copy in file with all deps, then you can return object back or insert it into another RT instance(for example into 'archive RT instance'). Wishes, Feedback are wellcom as usual ;) Ruslan. > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com From michael-list at i4u.com.au Wed Jul 14 11:24:36 2004 From: michael-list at i4u.com.au (michael-list) Date: Thu, 15 Jul 2004 01:24:36 +1000 Subject: [rt-users] autoreply sending 2 msgs Message-ID: <03c801c469b6$ac76d5d0$0200a8c0@family> just completed rt2 install, all working just sends 2 autoreply msgs to the requestor? where bouts would i have doubled up on the config? btw, my problem last night was resolved by downgrading to DBIx::SearchBuilder 0.97 and a reboot, downgraded and still no go, did a reboot and hey presto :) big thanks to Jesse was really going up the wall ;) thanks all michael -------------- next part -------------- An HTML attachment was scrubbed... URL: From dlattka at caltech.edu Wed Jul 14 11:54:25 2004 From: dlattka at caltech.edu (Dennis Lattka) Date: Wed, 14 Jul 2004 08:54:25 -0700 Subject: [rt-users] Change Home display In-Reply-To: <20040714152320.CA1FD84C0EE@pallas.eruditorum.org> References: <20040714152320.CA1FD84C0EE@pallas.eruditorum.org> Message-ID: <40F55731.3000602@caltech.edu> How can I change the home page display. I have looked through it a bit and it seems quite complicated. I would like to choose which queue is displayed in the top ten queue. -- Dennis Lattka dlattka at caltech.edu Virtual Rooms Videconferencing Systems http://www.vrvs.org California Institute of Technology http://www.caltech.edu From cubic at acronis.ru Wed Jul 14 11:58:22 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 14 Jul 2004 19:58:22 +0400 Subject: [rt-users] Change Home display In-Reply-To: <40F55731.3000602@caltech.edu> References: <20040714152320.CA1FD84C0EE@pallas.eruditorum.org> <40F55731.3000602@caltech.edu> Message-ID: <40F5581E.3090809@acronis.ru> Dennis Lattka wrote: > How can I change the home page display. I have looked through it a bit > and it seems quite complicated. I would like to choose which queue is > displayed in the top ten queue. > You can do it with 'SeeQueue' right. From m-liebman at northwestern.edu Wed Jul 14 12:00:18 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 14 Jul 2004 12:00:18 -0400 Subject: [rt-users] Change Home display In-Reply-To: <40F55731.3000602@caltech.edu> References: <20040714152320.CA1FD84C0EE@pallas.eruditorum.org> <40F55731.3000602@caltech.edu> Message-ID: <20040714160018.GD14004@SDF.LONESTAR.ORG> On Wed, Jul 14, 2004 at 08:54:25AM -0700, Dennis Lattka wrote: > How can I change the home page display. I have looked through it a bit > and it seems quite complicated. I would like to choose which queue is > displayed in the top ten queue. Which list would you like to edit? For the privledged users, the components are in /path/to/rt3/share/html/Elements and should be copies to /path/to/rt3/local/html/Elements and modified there. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From jesse at bestpractical.com Wed Jul 14 12:35:00 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 14 Jul 2004 12:35:00 -0400 Subject: [rt-users] RTx::Shredder to delete old tickets In-Reply-To: References: <20040714023959.GA29968@qwestip.net> <40F4E20C.3020508@acronis.ru> <20040714113126.GB29968@qwestip.net> <40F51B9F.5000008@acronis.ru> Message-ID: <20040714163500.GK13260@pallas.eruditorum.org> On Wed, Jul 14, 2004 at 10:32:49AM -0400, Vivek Khera wrote: > > On Jul 14, 2004, at 7:40 AM, Ruslan U. Zakirov wrote: > > >No script (rtx-shredder) is not full featured. > >You can easy comment out Limit(FIELD => 'Status', VALUE => 'deleted') > >or add another Limit condition. > > > >If you want delete more then 1k tickets at once you need much memory. > >I had big memory footprint with 20k tickets, because of it I did step > >by step wiping out. I'll fix this problem next release. > > We need to all join my occasional pestering of Jesse to fully support > foreign key references in the database. :-) > > The shredder script will then consist of something like "delete from > tickets where status='deleted'" and the FK references will take care of > chasing down all the references and purging them as well. You could > then just alter that delete query with whatever where clause you wanted > to suit your needs. So, how do you deal with constraints for role groups? (Ticket watchers, for example.) > > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From matt at webexc.com Wed Jul 14 12:19:11 2004 From: matt at webexc.com (Matt Barton) Date: Wed, 14 Jul 2004 11:19:11 -0500 Subject: [rt-users] Search Function Problem, FreeBSD (Solution) Message-ID: <40F55CFF.30404@webexc.com> Hello I've figured out a solution to a little search problem I've had with RT 3.0.11 on FreeBSD. Here are the system specifications. FreeBSD 4.9-RELEASE-p5 Apache 1.3.31 (installed via Ports) MySQL 4.0.16 (client & server installed via Ports) Perl 5.8.2 (installed via Ports) RT 3.0.11 (installed via Ports) mod_perl 1.28 (installed via Ports) The problem would occur when I would go to New Search and look for tickets assigned to me. I would get an error, with the following at the very top. no connection to syslog available at /usr/local/lib/perl5/site_perl/5.8.2/Log/Dispatch/Syslog.pm line 77 (I've removed all of the extra exception information. What you see above is the "main" error at the very top of the error page.) After performing a few searches on Google, I found the following useful links. http://lists.bestpractical.com/pipermail/rt-users/2004-July/024184.html http://wiki.bestpractical.com/index.cgi?RT3OnSolaris The wiki.bestpractical.com page explains that I should add "socket -> 'inet'" to my RT_Siteconfig.pm file at the @LogToSyslogConf parameter. Unfortunately, I did not have this parameter since my config file is from sometime around version 3.0.4. The solution here was to run sdiff on my current RT_Config.pm and my RT_SiteConfig.pm files and merged the changes in to a new file, which I then copied to RT_SiteConfig.pm (after back it up, of course). Since I had the @LogToSyslogConf parameter, I modified it per the instructions on the wiki.bestpractical.com page. @LogToSyslogConf = () unless (@LogToSyslogConf); I added "socket => 'inet'" to it, which reads as follows. @LogToSyslogConf = ( socket => 'inet' ) unless (@LogToSyslogConf); After I reloaded Apache, I was unable to perform any kind of search, including my bookmarked search, which worked fine previously. It then dawned on me that it was simply having a difficult time trying to reach syslogd, but was unable to do so because I locked down syslogd so that it did not listen on any open ports. In my /etc/rc.conf file, I had the following settings for syslogd. syslogd_flags="-cc -ss" The "-cc" turns off line compression and "-ss" tells syslogd not to open any sockets. I changed "-ss" to "-s" which only prevents remote servers from logging to this system. My /etc/rc.conf entry now reads as follows. syslogd_flags="-cc -s" I then restarted syslogd by killing the process and issuing the following command /usr/sbin/syslogd -cc -s If you're using FreeBSD 5.x, you would use the following command. /etc/rc.d/syslogd restart That will accomplish the same task, but I had to kill and restart the process manually since RCng is not in FreeBSD 4.x. I hope this shows up in any future Google searches because it would seem this happens to FreeBSD users from time to time. If you wish to reach me, please contact me off-list since I plan to unsubscribe from rt-users sometime here very soon. I only got on the list so I could post this information. Hope this is useful! Thanks. -- Matt Barton Webexcellence PH: 317.423.3548 x22 TF: 800.808.6332 x22 FX: 317.423.8735 matt at webexc.com www.webexc.com From cubic at acronis.ru Wed Jul 14 12:47:21 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Wed, 14 Jul 2004 20:47:21 +0400 Subject: [rt-users] RTx::Shredder to delete old tickets In-Reply-To: <20040714163500.GK13260@pallas.eruditorum.org> References: <20040714023959.GA29968@qwestip.net> <40F4E20C.3020508@acronis.ru> <20040714113126.GB29968@qwestip.net> <40F51B9F.5000008@acronis.ru> <20040714163500.GK13260@pallas.eruditorum.org> Message-ID: <40F56399.1010703@acronis.ru> Jesse Vincent wrote: > > > On Wed, Jul 14, 2004 at 10:32:49AM -0400, Vivek Khera wrote: > >>On Jul 14, 2004, at 7:40 AM, Ruslan U. Zakirov wrote: >> >> >>>No script (rtx-shredder) is not full featured. >>>You can easy comment out Limit(FIELD => 'Status', VALUE => 'deleted') >>>or add another Limit condition. >>> >>>If you want delete more then 1k tickets at once you need much memory. >>>I had big memory footprint with 20k tickets, because of it I did step >>>by step wiping out. I'll fix this problem next release. >> >>We need to all join my occasional pestering of Jesse to fully support >>foreign key references in the database. :-) >> >>The shredder script will then consist of something like "delete from >>tickets where status='deleted'" and the FK references will take care of >>chasing down all the references and purging them as well. You could >>then just alter that delete query with whatever where clause you wanted >>to suit your needs. > > > So, how do you deal with constraints for role groups? (Ticket watchers, > for example.) triggers :) > > >>_______________________________________________ >>http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users >> >>Be sure to check out the RT wiki at http://wiki.bestpractical.com > > From Joseph_Micciche at Progressive.com Wed Jul 14 12:59:21 2004 From: Joseph_Micciche at Progressive.com (Joseph_Micciche at Progressive.com) Date: Wed, 14 Jul 2004 12:59:21 -0400 Subject: [rt-users] Make Tickets due in Hours, not days Message-ID: I posted this once and got no reply. Is there any way to make Tickets due in HOURS instead of Days? We have an emergency queue and run a cron job to escalate priority and send the owner a reminder every hour. However, we need to be be able to set the Due in hours to make this more effective. Currently running RT3.0.7_01. Joe Micciche From charles at datasof.com Wed Jul 14 13:03:29 2004 From: charles at datasof.com (Charles A. Monteiro) Date: Wed, 14 Jul 2004 13:03:29 -0400 Subject: [rt-users] configuring RT with FastCGI Message-ID: Hi. a newbie question again I'm sure. The manual does not seem to say much about how to make sure RT actually employs fastcgi or probably better said that fastcgi is ued when handling RT requests. An actual example of the configuration entry would be great :) again, many thanks for the help. -Charles -- Using Opera's revolutionary e-mail client: http://www.opera.com/m2/ From david.falkenburger at rbc.com Wed Jul 14 13:11:24 2004 From: david.falkenburger at rbc.com (david.falkenburger at rbc.com) Date: Wed, 14 Jul 2004 13:11:24 -0400 Subject: [rt-users] local customization and callbacks Message-ID: <1AA4003F8D264140917F84EDBF6ED8590B2966@sew01063.maple.fg.rbc.com> I have read the wiki about callbacks and am still not clear how best to create additional links in the menu system for myself. Here is an example of what I want to do. I want to add some menu options to the RTIR Tools submenu. in file /opt/rt3/share/html/RTIR/Tools/Elements/Tabs exists a Callbacks line: <& /Elements/Callback, tabs => $tabs, %ARGS &> Say I want to add some home grown Tools to this menu without overwriting it. I think I would create something in the local directory structure: /opt/rt3/local/html/Callbacks/RTIR/.../Tabs/Default Or would I create something like: /opt/rt3/local/html/Callbacks/MYSTUFF/.../Tabs/Default Am I on the right track for this? What should the exact path be given the above? I have not been able to figure it out from the wiki. Thanks. Dave ------------------------------------------------------------ This e-mail may be privileged and/or confidential, and the sender does not waive any related rights and obligations. Any distribution, use or copying of this e-mail or the information it contains by other than an intended recipient is unauthorized. If you received this e-mail in error, please advise me (by return e-mail or otherwise) immediately. Ce courrier ?lectronique est confidentiel et prot?g?. L'exp?diteur ne renonce pas aux droits et obligations qui s'y rapportent. Toute diffusion, utilisation ou copie de ce message ou des renseignements qu'il contient par une personne autre que le (les) destinataire(s) d?sign?(s) est interdite. Si vous recevez ce courrier ?lectronique par erreur, veuillez m'en aviser imm?diatement, par retour de courrier ?lectronique ou par un autre moyen. ============================================================ -------------- next part -------------- An HTML attachment was scrubbed... URL: From iqbala-rt-users at qwestip.net Wed Jul 14 13:28:23 2004 From: iqbala-rt-users at qwestip.net (Asif Iqbal) Date: Wed, 14 Jul 2004 13:28:23 -0400 Subject: [rt-users] configuring RT with FastCGI In-Reply-To: References: Message-ID: <20040714172823.GF29968@qwestip.net> Charles A. Monteiro wrote: > Hi. a newbie question again I'm sure. The manual does not seem to say much > about how to make sure RT actually employs fastcgi or probably better said > that fastcgi is ued when handling RT requests. An actual example of the > configuration entry would be great :) http://wiki.bestpractical.com/index.cgi?FastCGIFAQ > > again, many thanks for the help. > > -Charles > > -- > Using Opera's revolutionary e-mail client: http://www.opera.com/m2/ > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 From JChen at paymentone.com Wed Jul 14 13:45:13 2004 From: JChen at paymentone.com (Jonathan Chen) Date: Wed, 14 Jul 2004 10:45:13 -0700 Subject: [rt-users] Size of ibdata tablespaces Message-ID: <6D6E09D687772640AA41F009EB85FE0502F8B9@CPMAL00.corpnet.p1.local> Speaking of ibdata... what's the best size of innodb? I have the setting below in "my.cnf" file for innodb... innodb_data_file_path= ibdata1:25M:autoextend set-variable = innodb_buffer_pool_size=128M set-variable = innodb_additional_mem_pool_size=64M set-variable = innodb_log_file_size=64M set-variable = innodb_log_buffer_size=32M innodb_flush_log_at_trx_commit=1 If you guys got more recommended settings, please feel free....I sure do not mind the education. =) -----Original Message----- From: rt-users-bounces at lists.bestpractical.com [mailto:rt-users-bounces at lists.bestpractical.com] On Behalf Of Asif Iqbal Sent: Wednesday, July 14, 2004 7:50 AM To: rt-users at lists.fsck.com Subject: Re: [rt-users] Size of ibdata tablespaces Ruslan U. Zakirov wrote: > Asif, did you read MySQL manual? I sent you link. There is answer on the > page. Read it. Oops!! I just saw it > > Did you try an expirement: > mysql -u root -p test > CREATE TABLE ibdata_size_test(...) TYPE=InnoDB; > INSERT INTO ibdata_size_test VALUES(...); > FLUSH TABLES; I will give these tests a shot tonight > > ensure that ibdata growing after several inserts > then do > DELETE FROM ibdata_size_test; > FLUSH TABLE; > check size > !!! First result here !!! > > then try the same INSERTs again and FLUSH > does the size grows? !!! Second experiment results !!! > > Ruslan. Thanks a lot > > Asif Iqbal wrote: > >Hi All > > > >I am planning to use RTx::Shredder to delete old tickets. I wanted to > >know if that will help reduce the size of my ibdata tablespaces. I > >currently > >have two ibdata tablespaces. The total size of them is 5gig, which is > >taking about 80% of my disk partition and growing. I have no other disk > >at this point to extend the ibdata tablespaces > > > >I am currently using RT 3.2.0 with MySQL 4.0.13/ModPerl1/Apache 1.3.x on > >Solaris 8/4x400Mhz/4G ram/E 420R > > > >Thanks > -- Asif Iqbal PGP Key: 0xE62693C5 KeyServer: pgp.mit.edu There's no place like 127.0.0.1 _______________________________________________ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Be sure to check out the RT wiki at http://wiki.bestpractical.com From vivek at khera.org Wed Jul 14 15:27:52 2004 From: vivek at khera.org (Vivek Khera) Date: Wed, 14 Jul 2004 15:27:52 -0400 Subject: [rt-users] RTx::Shredder to delete old tickets In-Reply-To: <1089831427.30275.170.camel@moola.futuresource.com> References: <20040714023959.GA29968@qwestip.net> <40F4E20C.3020508@acronis.ru> <20040714113126.GB29968@qwestip.net> <40F51B9F.5000008@acronis.ru> <40F54FF9.8090207@acronis.ru> <1089831427.30275.170.camel@moola.futuresource.com> Message-ID: On Jul 14, 2004, at 2:57 PM, Les Mikesell wrote: > tickets, could it also delete the unprivileged users that no > longer had tickets in the system? I'm planning to start over > I did this shortly before my rt2->rt3 migration: begin; delete from users where id in (select users.id from users left join attachments on (users.id=attachments.creator) where attachments.id is null and users.privileged = 0); delete from users where id in (select users.id from users left join tickets on (users.id=tickets.creator) where tickets.id is null and users.privileged = 0); commit; From les at futuresource.com Wed Jul 14 14:57:07 2004 From: les at futuresource.com (Les Mikesell) Date: Wed, 14 Jul 2004 13:57:07 -0500 Subject: [rt-users] RTx::Shredder to delete old tickets In-Reply-To: <40F54FF9.8090207@acronis.ru> References: <20040714023959.GA29968@qwestip.net> <40F4E20C.3020508@acronis.ru> <20040714113126.GB29968@qwestip.net> <40F51B9F.5000008@acronis.ru> <40F54FF9.8090207@acronis.ru> Message-ID: <1089831427.30275.170.camel@moola.futuresource.com> On Wed, 2004-07-14 at 10:23, Ruslan U. Zakirov wrote: > This is not just script, it's distro. Big todo entry is "write export > tool", this mean: you do delete and get copy in file with all deps, then > you can return object back or insert it into another RT instance(for > example into 'archive RT instance'). > > > Wishes, Feedback are wellcom as usual ;) I have nearly as many users as tickets since most come from internet email and I think some queries have to write temp files to complete the join (this is in RT2). If I used shredder to delete old tickets, could it also delete the unprivileged users that no longer had tickets in the system? I'm planning to start over with a clean RT3 install, but I'll be in the same shape again next year unless there is a clean way to remove things. --- Les Mikesell les at futuresource.com From tomas.olaj at usit.uio.no Wed Jul 14 07:41:21 2004 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Wed, 14 Jul 2004 13:41:21 +0200 (CEST) Subject: [rt-users] Questions and LDAP Message-ID: Hello, I'm new on this list. USIT (Center for Information Technology Services) will use RT as their new support tool for requesting users (students and staff) at University of Oslo. It has been a long selection process among many alternative tools. Our staff superiors has decided that RT is probably the best tool to fulfill our needs. There has been put down a project group to develop our needs for this Ticketing System of people from different departments. I've been selected to do the technical installation and "low-level" configuration. I work in the Applications Management Group and also the Database Administration Group. In addition, I'm dependent on the Unix Management Group, Web Group and the Postmaster Group. Welcome to the Bureaucracy! ;-) Luckily, I'm free'er to maintain the installation myself. Our old test installation was of the following configuration: * RedHat Enterprise Linux 3.0 (RHES30) * RT 3.0.10 * Perl 5.8.3 (and latest CPAN modules) * A working mod_perl: mod_perl-1.99_12 * PostgreSQL 7.3.5 * Apache 2 (RedHat RPM's) httpd-2.0.46-32.ent httpd-devel-2.0.46-32.ent mod_ssl-2.0.46-32.ent * Exim-4.x Some questions and experienced issues: 1) POSTGRES: --------- cpan> install DBD::Pg Path to pg_config? /postgres/pg_cluster01/data Enter a valid PostgreSQL major version number 7 Enter a valid PostgreSQL minor version number 3 Enter a valid PostgreSQL patch version number 5 Enter a valid PostgreSQL include directory /local/opt/postgresql/include Enter a valid PostgreSQL library directory /local/opt/postgresql/lib look DBD::Pg bash-2.05b# export DBI_DSN=dbi:Pg:dbname=template1 bash-2.05b# export DBI_USER=postgres make test 1 of 92 errors while testing DBD::Pg: The test will fault, but we selected to ignore this as irrelevant. A newer version (maybe it's out - haven't checked yet) v. 1.33 would solve this error. Current version used is 1.32. make install exit quit 2) The distributed Norwegian translation is mildly terrible. I believe we have a better diff of no.po, but we are not sure yet to use English language default, since we got some terminology problems for our users. The browser detects language, and my question is if it's possible to _force_ a language to be used; e.g. English language? Would that be removing all the other language modules? Another reason than terminology is that the no.po will not make a 100% complete translation, and we will probably get a mixed language in RT. But it's not decided yet if we want to ditch Norwegian language. cd /usit/tg10/site/rt3/lib/RT/I18N/ cp no.po no.po.orig Use our own diff of no.po. 3) UiO uses Cerebrum project "http://sourceforge.net/projects/cerebrum" (developed at UiO) as their User Administrative System. We want to syncronize LDAP into RT. Can You recommend some HOWTO to solve this? We wabt to define in LDAP who is RT-admin's or not. I'm interested in all hints and issues about this, and howto merge existing RT users in such a way that we don't get automatically created duplicates or more of the same users in RT. We want to force the userdata in LDAP into our RT, e.g. LDAP says username tomaso has tomas.olaj at usit.uio.no as e-mail, and probably tomas.olaj at usit.uio.no will be the username in RT, and if tomaso sends from another domain (other e-mail), no new user will not be created. 4) Is it possible to escalate an incomming request to another RT-server elsewhere? RT-servers who "see" each other. 5) What's the proper way to clean up users, groups and queues in RT? --- Sorry for asking to much. More questions will still come! :-) We want to help and improve RT from our side too. Good Work with RT! And we wanted very much to be in Frankfurt for the tutorial, but didn't make it. Hopefully there will be more tutorials in the future. --> Other: We have a test-bed and production environment for RT. Next installation will be 3.2.x. We're working with standardize our installation, among others delegating responsibility for software like Perl, Apache, etc... to the different management groups. Most software will be precompiled in STORE; . Version control and security is important. Development, test, and production of RT is a must. I'm not a perl guru myself, so I was wondering if it's possible to force using a version of a perl module in CPAN (sorry if this is more perl related)? We cannot mix versions if something happends. cheers, Tomas -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From m-liebman at northwestern.edu Wed Jul 14 16:09:37 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 14 Jul 2004 16:09:37 -0400 Subject: [rt-users] local customization and callbacks In-Reply-To: <1AA4003F8D264140917F84EDBF6ED8590B2966@sew01063.maple.fg.rbc.com> References: <1AA4003F8D264140917F84EDBF6ED8590B2966@sew01063.maple.fg.rbc.com> Message-ID: <20040714200937.GB12784@SDF.LONESTAR.ORG> On Wed, Jul 14, 2004 at 01:11:24PM -0400, david.falkenburger at rbc.com wrote: > I have read the wiki about callbacks and am still not clear how best to > create additional links in the menu system for myself. > > Here is an example of what I want to do. > I want to add some menu options to the RTIR Tools submenu. > > in file > /opt/rt3/share/html/RTIR/Tools/Elements/Tabs > > exists a Callbacks line: > <& /Elements/Callback, tabs => $tabs, %ARGS &> > > Say I want to add some home grown Tools to this menu without overwriting it. > I think I would create something in the local directory structure: > /opt/rt3/local/html/Callbacks/RTIR/.../Tabs/Default > > Or would I create something like: > /opt/rt3/local/html/Callbacks/MYSTUFF/.../Tabs/Default I don't have RTIR installed so I can't tell you the exact path, but the latter is probably better. Let me give you another example. I'm trying to add some stuff to /Ticket/Update.html which has a callback 'BeforeMessageBox'. So I created /path/to/rt3/local/html/Callbacks/MSL/Ticket/Update.html/BeforeUpdateType for my callback. HTH, Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From tomas.olaj at usit.uio.no Wed Jul 14 14:37:05 2004 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Wed, 14 Jul 2004 20:37:05 +0200 (MEST) Subject: [rt-users] Questions and LDAP Message-ID: Hello, I'm new on this list. USIT (Center for Information Technology Services) will use RT as their new support tool for requesting users (students and staff) at University of Oslo. It has been a long selection process among many alternative tools. Our staff superiors has decided that RT is probably the best tool to fulfill our needs. There has been put down a project group to develop our needs for this Ticketing System of people from different departments. I've been selected to do the technical installation and "low-level" configuration. I work in the Applications Management Group and also the Database Administration Group. In addition, I'm dependent on the Unix Management Group, Web Group and the Postmaster Group. Welcome to the Bureaucracy! ;-) Luckily, I'm free'er to maintain the installation myself. Our old test installation was of the following configuration: * RedHat Enterprise Linux 3.0 (RHES30) * RT 3.0.10 * Perl 5.8.3 (and latest CPAN modules) * A working mod_perl: mod_perl-1.99_12 * PostgreSQL 7.3.5 * Apache 2 (RedHat RPM's) httpd-2.0.46-32.ent httpd-devel-2.0.46-32.ent mod_ssl-2.0.46-32.ent * Exim-4.x Some questions and experienced issues: 1) POSTGRES: --------- cpan> install DBD::Pg Path to pg_config? /postgres/pg_cluster01/data Enter a valid PostgreSQL major version number 7 Enter a valid PostgreSQL minor version number 3 Enter a valid PostgreSQL patch version number 5 Enter a valid PostgreSQL include directory /local/opt/postgresql/include Enter a valid PostgreSQL library directory /local/opt/postgresql/lib look DBD::Pg bash-2.05b# export DBI_DSN=dbi:Pg:dbname=template1 bash-2.05b# export DBI_USER=postgres make test 1 of 92 errors while testing DBD::Pg: The test will fault, but we selected to ignore this as irrelevant. A newer version (maybe it's out - haven't checked yet) v. 1.33 would solve this error. Current version used is 1.32. make install exit quit 2) The distributed Norwegian translation is mildly terrible. I believe we have a better diff of no.po, but we are not sure yet to use English language default, since we got some terminology problems for our users. The browser detects language, and my question is if it's possible to _force_ a language to be used; e.g. English language? Would that be removing all the other language modules? Another reason than terminology is that the no.po will not make a 100% complete translation, and we will probably get a mixed language in RT. But it's not decided yet if we want to ditch Norwegian language. cd /usit/tg10/site/rt3/lib/RT/I18N/ cp no.po no.po.orig Use our own diff of no.po. 3) UiO uses Cerebrum project "http://sourceforge.net/projects/cerebrum" (developed at UiO) as their User Administrative System. We want to syncronize LDAP into RT. Can You recommend some HOWTO to solve this? We wabt to define in LDAP who is RT-admin's or not. I'm interested in all hints and issues about this, and howto merge existing RT users in such a way that we don't get automatically created duplicates or more of the same users in RT. We want to force the userdata in LDAP into our RT, e.g. LDAP says username tomaso has tomas.olaj at usit.uio.no as e-mail, and probably tomas.olaj at usit.uio.no will be the username in RT, and if tomaso sends from another domain (other e-mail), no new user will not be created. 4) Is it possible to escalate an incomming request to another RT-server elsewhere? RT-servers who "see" each other. 5) What's the proper way to clean up users, groups and queues in RT? --- Sorry for asking to much. More questions will still come! :-) We want to help and improve RT from our side too. Good Work with RT! And we wanted very much to be in Frankfurt for the tutorial, but didn't make it. Hopefully there will be more tutorials in the future. --> Other: We have a test-bed and production environment for RT. Next installation will be 3.2.x. We're working with standardize our installation, among others delegating responsibility for software like Perl, Apache, etc... to the different management groups. Most software will be precompiled in STORE; . Version control and security is important. Development, test, and production of RT is a must. I'm not a perl guru myself, so I was wondering if it's possible to force using a version of a perl module in CPAN (sorry if this is more perl related)? We cannot mix versions if something happends. cheers, Tomas -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From dlattka at caltech.edu Wed Jul 14 16:34:29 2004 From: dlattka at caltech.edu (Dennis Lattka) Date: Wed, 14 Jul 2004 13:34:29 -0700 Subject: [rt-users] Change Home display In-Reply-To: <20040714160018.GD14004@SDF.LONESTAR.ORG> References: <20040714152320.CA1FD84C0EE@pallas.eruditorum.org> <40F55731.3000602@caltech.edu> <20040714160018.GD14004@SDF.LONESTAR.ORG> Message-ID: <40F598D5.1090103@caltech.edu> Got it! I had to edit /path/to/rt3/share/html/Elements/MyRequests. Was able to change it to only select one queue in the "10 newest unowned tickets..." Thanks Michael. Got me set on the right track. Although I didn't have to copy it over to from /share/ to /local/. My /local/html/ is empty. Michael S. Liebman wrote: >On Wed, Jul 14, 2004 at 08:54:25AM -0700, Dennis Lattka wrote: > > >>How can I change the home page display. I have looked through it a bit >>and it seems quite complicated. I would like to choose which queue is >>displayed in the top ten queue. >> >> > >Which list would you like to edit? For the privledged users, the >components are in /path/to/rt3/share/html/Elements and should be >copies to /path/to/rt3/local/html/Elements and modified there. > >Michael > > -- Dennis Lattka dlattka at caltech.edu Virtual Rooms Videconferencing Systems http://www.vrvs.org California Institute of Technology http://www.caltech.edu From crazypheel at hotmail.com Wed Jul 14 16:02:49 2004 From: crazypheel at hotmail.com (Philip Shon) Date: Wed, 14 Jul 2004 15:02:49 -0500 Subject: [rt-users] Re: rt-mailgate error Message-ID: Another follow up: Just thought I should put this out there on the mailing list in case someone runs into again. In the web interface I had created some user defined actions. To debug the scrip I had used print statements saying "Inside Unless" and "Should have added value" Apparently those print statements were sending those lines into '$content'. I thought I should share my solution since I shared my problem. -Phil Shon ----- Original Message ----- From: "Philip Shon" To: Sent: Wednesday, July 14, 2004 12:43 PM Subject: Re: rt-mailgate error > A follow up: > > I tried running the same command again > > strange thing happened, the line "Should have added value" has disappeared. > > But I'm still getting an error b/c "Inside Unless" is still there. > > Maybe that'll disappear in about an hour or so :) > > -Phil Shon > > ----- Original Message ----- > From: "Philip Shon" > To: > Sent: Wednesday, July 14, 2004 8:47 AM > Subject: rt-mailgate error > > > > I am receiving an error whenever I send in a message to rt-mailgate. I > ran > > the following command (Note: "spamcop" is my email message for testing > > purposes): > > > > > > cat spamcop | /usr/local/rt3/bin/rt-mailgate --action correspond --url > > http://X.XX.XXX.XXX --debug --queue General > > > > The ticket IS created in RT, but I receive the following message in the > > console: > > > > > > Connecting to http://X.XX.XXX.XXX/REST/1.0/NoAuth/mail-gateway at > > /usr/local/rt3/bin/rt-mailgate line 444, <> chunk 1. > > Inside Unless > > Should have added value > > ok > > Ticket: 153 > > Queue: > > Owner: Nobody > > Status: > > Subject: > > Requestor: > > RT server error. > > > > The RT server which handled your email did not behave as expected. It > > said: > > > > Inside Unless <====== (This is my > > problem) > > Should have added value <====== (This is my problem > > ok > > Ticket: 153 > > Queue: > > Owner: Nobody > > Status: > > Subject: > > Requestor: > > > > > > I have determined that the two lines (indicated by the arrows) is the > cause > > of the error. I went into rt-mailgate to locate the source of the message > > and found that the whole lower block is contained in "$content", but I > can't > > seem to find where the lines "Inside Unless" and "Should have added value" > > have been inserted into "$content". > > > > Any thoughts? > > > > -Phil Shon > > > From joseph85750 at yahoo.com Wed Jul 14 17:06:24 2004 From: joseph85750 at yahoo.com (Joseph Spenner) Date: Wed, 14 Jul 2004 14:06:24 -0700 (PDT) Subject: [rt-users] closing tickets via email Message-ID: <20040714210624.76950.qmail@web13124.mail.yahoo.com> I've seen messages in the past about this, but can't locate any info about it in the documentation. I use RT 2.0.15 and would like to have the ability to close a ticket via email. So, if the body of the email contains something like "RESOLVE-RT", it would resolve the existing ticket. My thinking was that I could simply do this via the aliases file. So, instead of what I have now for my general queue: general: "|/opt/rt2/bin/rt-mailgate --queue general --action correspond" I would have something like this: general: "|/path/to/resolveCheck.pl" and resolverCheck.pl would look something like: @message=; $messageString=join(" ", @message); if ($messageString =~ m/RESOLVE-RT/) { open (PIPE, "|/opt/rt2/bin/rt-mailgate --queue general --action resolve"); print PIPE @message; close PIPE; } else { open (PIPE, "|/opt/rt2/bin/rt-mailgate --queue general --action correspond"); print PIPE @message; close PIPE; } Unfortunately, "--action resolve" is not valid. Only "comment" and "correspond" are valid. Any other way to accomplish this? Thanks! __________________________________ Do you Yahoo!? Read only the mail you want - Yahoo! Mail SpamGuard. http://promotions.yahoo.com/new_mail From seph at directionless.org Wed Jul 14 17:22:55 2004 From: seph at directionless.org (seph) Date: Wed, 14 Jul 2004 17:22:55 -0400 Subject: [rt-users] Re: Questions and LDAP In-Reply-To: (Tomas A. P. Olaj's message of "Wed, 14 Jul 2004 13:41:21 +0200 (CEST)") References: Message-ID: > UiO uses Cerebrum project "http://sourceforge.net/projects/cerebrum" > (developed at UiO) as their User Administrative System. We want to > syncronize LDAP into RT. Can You recommend some HOWTO to solve this? We > wabt to define in LDAP who is RT-admin's or not. There are several ways to integrate RT and ldap. Doing an import and sync is certainly possible, it's what I do. There has been much discussion about this in the past, it should be pretty simple to find. seph From BrettB at hkusa.com Wed Jul 14 17:30:28 2004 From: BrettB at hkusa.com (Brett Barnhart) Date: Wed, 14 Jul 2004 16:30:28 -0500 Subject: [rt-users] closing tickets via email Message-ID: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0A8A@EXCHANGE4> Or maybe have just like a queue-comment at blah.com to make a comment have queue-resolve at blah.com to resolve... if the action would work, this would be very simple. > -----Original Message----- > From: Joseph Spenner [mailto:joseph85750 at yahoo.com] > Sent: Wednesday, July 14, 2004 4:06 PM > To: rt-users at lists.bestpractical.com > Subject: [rt-users] closing tickets via email > > > I've seen messages in the past about this, but can't > locate any info about it in the documentation. > I use RT 2.0.15 and would like to have the ability to > close a ticket via email. So, if the body of the > email contains something like "RESOLVE-RT", it would > resolve the existing ticket. > My thinking was that I could simply do this via the > aliases file. So, instead of what I have now for my > general queue: > > general: "|/opt/rt2/bin/rt-mailgate --queue general > --action correspond" > > I would have something like this: > > general: "|/path/to/resolveCheck.pl" > > and resolverCheck.pl would look something like: > > @message=; > $messageString=join(" ", @message); > > if ($messageString =~ m/RESOLVE-RT/) { > open (PIPE, "|/opt/rt2/bin/rt-mailgate --queue general > --action resolve"); > print PIPE @message; > close PIPE; > } > > else { > open (PIPE, "|/opt/rt2/bin/rt-mailgate --queue general > --action correspond"); > print PIPE @message; > close PIPE; > } > > Unfortunately, "--action resolve" is not valid. Only > "comment" and "correspond" are valid. > > Any other way to accomplish this? > > Thanks! > > > > > __________________________________ > Do you Yahoo!? > Read only the mail you want - Yahoo! Mail SpamGuard. > http://promotions.yahoo.com/new_mail > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com > From m-liebman at northwestern.edu Wed Jul 14 17:35:34 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 14 Jul 2004 17:35:34 -0400 Subject: [rt-users] Change Home display In-Reply-To: <40F598D5.1090103@caltech.edu> References: <20040714152320.CA1FD84C0EE@pallas.eruditorum.org> <40F55731.3000602@caltech.edu> <20040714160018.GD14004@SDF.LONESTAR.ORG> <40F598D5.1090103@caltech.edu> Message-ID: <20040714213534.GC12784@SDF.LONESTAR.ORG> On Wed, Jul 14, 2004 at 01:34:29PM -0700, Dennis Lattka wrote: > Got it! I had to edit /path/to/rt3/share/html/Elements/MyRequests. Was > able to change it to only select one queue in the "10 newest unowned > tickets..." > Thanks Michael. Got me set on the right track. Although I didn't have to > copy it over to from /share/ to /local/. My /local/html/ is empty. You *should* copy it to the local directory. It intentionally starts out empty. It is for your local modifications. The changes you made to the shared directory will be blown away at your next upgrade. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From dlattka at caltech.edu Wed Jul 14 17:38:00 2004 From: dlattka at caltech.edu (Dennis Lattka) Date: Wed, 14 Jul 2004 14:38:00 -0700 Subject: [rt-users] Change Home display In-Reply-To: <20040714213534.GC12784@SDF.LONESTAR.ORG> References: <20040714152320.CA1FD84C0EE@pallas.eruditorum.org> <40F55731.3000602@caltech.edu> <20040714160018.GD14004@SDF.LONESTAR.ORG> <40F598D5.1090103@caltech.edu> <20040714213534.GC12784@SDF.LONESTAR.ORG> Message-ID: <40F5A7B8.5060802@caltech.edu> Ahhh, that's real good to know. Will copy. Thanks again. Michael S. Liebman wrote: >On Wed, Jul 14, 2004 at 01:34:29PM -0700, Dennis Lattka wrote: > > >>Got it! I had to edit /path/to/rt3/share/html/Elements/MyRequests. Was >>able to change it to only select one queue in the "10 newest unowned >>tickets..." >>Thanks Michael. Got me set on the right track. Although I didn't have to >>copy it over to from /share/ to /local/. My /local/html/ is empty. >> >> > >You *should* copy it to the local directory. It intentionally starts >out empty. It is for your local modifications. The changes you made to >the shared directory will be blown away at your next upgrade. > >Michael > > -- Dennis Lattka dlattka at caltech.edu Virtual Rooms Videconferencing Systems http://www.vrvs.org California Institute of Technology http://www.caltech.edu From m-liebman at northwestern.edu Wed Jul 14 17:45:46 2004 From: m-liebman at northwestern.edu (Michael S. Liebman) Date: Wed, 14 Jul 2004 17:45:46 -0400 Subject: [rt-users] local customization and callbacks In-Reply-To: <20040714200937.GB12784@SDF.LONESTAR.ORG> References: <1AA4003F8D264140917F84EDBF6ED8590B2966@sew01063.maple.fg.rbc.com> <20040714200937.GB12784@SDF.LONESTAR.ORG> Message-ID: <20040714214546.GD12784@SDF.LONESTAR.ORG> On Wed, Jul 14, 2004 at 04:09:37PM -0400, Michael S. Liebman wrote: > Let me give you another example. I'm trying to add some stuff to > /Ticket/Update.html which has a callback 'BeforeMessageBox'. So I > created > /path/to/rt3/local/html/Callbacks/MSL/Ticket/Update.html/BeforeUpdateType > for my callback. Sorry for the inconsistency there. That path works for the BeforeUpdateType callback, not BeforeMessageBox. FWIW, I updated the customizing wiki page with an example of where to put the callback file. Michael -- Michael S. Liebman m-liebman at northwestern.edu http://msl521.freeshell.org/ "I have vision and the rest of the world wears bifocals." -Paul Newman in "Butch Cassidy & the Sundance Kid" From les at futuresource.com Wed Jul 14 17:46:16 2004 From: les at futuresource.com (Les Mikesell) Date: Wed, 14 Jul 2004 16:46:16 -0500 Subject: [rt-users] closing tickets via email In-Reply-To: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0A8A@EXCHANGE4> References: <2E8440B99F0D1B4F9D4F3099A3778FB507AA0A8A@EXCHANGE4> Message-ID: <1089841576.8982.5.camel@moola.futuresource.com> On Wed, 2004-07-14 at 16:30, Brett Barnhart wrote: > Or maybe have just like a queue-comment at blah.com to make a comment have > queue-resolve at blah.com to resolve... if the action would work, this would be > very simple. I have a couple of queues where any response from a privileged user should close the ticket. It's virtually all one question/one answer and if the requester isn't satisfied he'll reply and re-open the ticket anyway. Is there any way to make that happen as a matter of course through email? --- Les Mikesell les at futuresource.com From linux at trusoft.co.za Wed Jul 14 19:35:09 2004 From: linux at trusoft.co.za (Andre Truter) Date: Thu, 15 Jul 2004 01:35:09 +0200 Subject: [rt-users] Postfix/fetchmail incoming mail setup Message-ID: <1089847819.12311.59.camel@obelix.trusoft.co.za> I am setting up a server for Request Tracker on SuSE 9.1 Part of the functionality is that the system should read a pop3 mailbox and pile the mail into a Request Tracker script. This is setting in /etc/aliases rt: "|/opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://rt.issues.site/" I have set up fetchmail via the YaST mail configurator to fetch the mail and deliver it to user "rt". The mail gets collected, but it is delivered to rt at localhost and not rt. I'm not sure if the script is actually called by postfix and if the error is caused by the mail gateway script or by postfix. I also cannot see any other related logs or messages in the system log. This is the message in the postfix log file: ---- Jul 15 00:51:28 localhost postfix/qmgr[3139]: C7F3713473: from=, size=1837, nrcpt=1 (queue active) Jul 15 00:51:29 localhost postfix/smtpd[3152]: disconnect from localhost[127.0.0.1] Jul 15 00:51:29 localhost postfix/local[3156]: 3BABF12218: to=, orig_to=, relay=local, delay=1, status=deferred (temporary failure. Command output: An Error Occurred ================= 500 Internal Server Error ) ---- Any idea what is wrong? Thanks -- Andre Truter Software Engineer Registered Linux user #185282 ICQ #40935899 AIM: trusoftzaf http://www.trusoft.co.za ~ "Oh Bother!" said the Borg, "We assimilated the Pooh!" ~ -- Andre Truter Software Engineer Registered Linux user #185282 ICQ #40935899 AIM: trusoftzaf http://www.trusoft.co.za ~ "Oh Bother!" said the Borg, "We assimilated the Pooh!" ~ From linux at trusoft.co.za Wed Jul 14 19:51:18 2004 From: linux at trusoft.co.za (Andre Truter) Date: Thu, 15 Jul 2004 01:51:18 +0200 Subject: [rt-users] RT MailGateway failures Message-ID: <1089849077.22116.72.camel@obelix.trusoft.co.za> THis is a follow-up of a mail sent a few minutes ago. I restarted my postfix mail server and it re-queued the mail and this time the script did execute, but it replied with an error to the sender: ---- RT could not load a valid user, and RT's configuration does not allow for the creation of a new user for your email. ---- I assume this is some simple configuration option that I am missing. Any idea what it is? I followed the steps in the documentation to setup the mail gateway and I gave Everybody the following access on the General queue: See Queue Create Ticket Reply To Ticket Comment On Ticket. This is the mail log file for interest sake: ---- Jul 15 01:23:56 cspsolutions postfix/cleanup[3765]: 1BE1CCA02: message-id=<1089846575.12386.28.camel at obelix.trusoft.co.za> Jul 15 01:23:56 cspsolutions postfix/qmgr[3750]: 1BE1CCA02: from=, size=1838, nrcpt=1 (queue active) Jul 15 01:23:56 cspsolutions postfix/smtpd[3762]: disconnect from localhost[127.0.0.1] Jul 15 01:23:57 cspsolutions postfix/local[3766]: 1BE1CCA02: to=, orig_to=, relay=local, delay=1, status=deferred (temporary failure. Command output: An Error Occurred ================= 500 Internal Server Error ) Jul 15 01:35:21 cspsolutions postfix/postfix-script: refreshing the Postfix mail system Jul 15 01:35:21 cspsolutions postfix/master[3744]: reload configuration Jul 15 01:35:25 cspsolutions postfix/master[3744]: terminating on signal 15 Jul 15 01:35:26 cspsolutions postfix/postfix-script: starting the Postfix mail system Jul 15 01:35:26 cspsolutions postfix/master[4104]: daemon started -- version 2.0.19-20040312 Jul 15 01:35:26 cspsolutions postfix/qmgr[4110]: 1BE1CCA02: from=, size=1838, nrcpt=1 (queue active) Jul 15 01:35:28 cspsolutions postfix/local[4116]: 1BE1CCA02: to=, orig_to=, relay=local, delay=692, status=sent (delivered to command: /opt/rt3/bin/rt-mailgate --queue General --action correspond --url http://www.cspsolutions.net/issues/) Jul 15 01:35:28 cspsolutions postfix/qmgr[4110]: 1BE1CCA02: removed ---- Thanks -- Andre Truter Software Engineer Registered Linux user #185282 ICQ #40935899 AIM: trusoftzaf http://www.trusoft.co.za ~ A dinosaur is a salamander designed to Mil Spec ~ From MHanley at cxtec.com Wed Jul 14 16:58:24 2004 From: MHanley at cxtec.com (Matt Hanley) Date: Wed, 14 Jul 2004 16:58:24 -0400 Subject: [rt-users] RT 3.2 requestors/watchers error Message-ID: <75D8EB7E7DB9D311B2A700A0C9EC544F079B6853@cxmail2> Fresh install of RT 3.2 on RHEL 3, Apache 2.0.50, Perl 5.8.0, mod_perl2 or fastcgi. Everything runs fine (creating tickets, etc.), but if I create a ticket with a watcher or add one later, I get the following error: error: Unrecognised line: tsrets at /opt/rt3/lib/RT/EmailParser.pm line 448 context: ... 187: # whether they should generate a full stack trace (confess() and cluck()) 188: # or simply report the caller's package (croak() and carp()), respectively. 189: # confess() and croak() die, carp() and cluck() warn. 190: 191: sub croak { die shortmess @_ } 192: sub confess { die longmess @_ } 193: sub carp { warn shortmess @_ } 194: sub cluck { warn longmess @_ } 195: Any ideas? -matt Matthew Hanley mhanley at cxtec.com From jesse at bestpractical.com Wed Jul 14 22:41:01 2004 From: jesse at bestpractical.com (Jesse Vincent) Date: Wed, 14 Jul 2004 22:41:01 -0400 Subject: [rt-users] RT 3.2 requestors/watchers error In-Reply-To: <75D8EB7E7DB9D311B2A700A0C9EC544F079B6853@cxmail2> References: <75D8EB7E7DB9D311B2A700A0C9EC544F079B6853@cxmail2> Message-ID: <20040715024101.GG13260@pallas.eruditorum.org> On Wed, Jul 14, 2004 at 04:58:24PM -0400, Matt Hanley wrote: > Fresh install of RT 3.2 on RHEL 3, Apache 2.0.50, Perl 5.8.0, mod_perl2 or > fastcgi. Everything runs fine (creating tickets, etc.), but if I create a > ticket with a watcher or add one later, I get the following error: > > Any ideas? > You know how we say that RT requires perl 5.8.3... > -matt > > > Matthew Hanley > mhanley at cxtec.com > _______________________________________________ > http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users > > Be sure to check out the RT wiki at http://wiki.bestpractical.com -- From iain at webcentre.unimelb.edu.au Thu Jul 15 00:53:20 2004 From: iain at webcentre.unimelb.edu.au (Iain Pople) Date: Thu, 15 Jul 2004 14:53:20 +1000 Subject: [rt-users] LDAP auth Message-ID: <40F60DC0.9030201@webcentre.unimelb.edu.au> Hi, I am having trouble getting the LDAP authentication to work. Here are the relevant lines from RT_SiteConfig.pm: # If $WebExternalAuth is defined, RT will defer to the environment's # REMOTE_USER variable. Set($WebExternalAuth , 1); # If $WebFallbackToInternalAuth is undefined, the user is allowed a chance # of fallback to the login screen, even if REMOTE_USER failed. Set($WebFallbackToInternalAuth , undef); # $WebExternalGecos means to match 'gecos' field as the user identity); # useful with mod_auth_pwcheck and IIS Integrated Windows logon. Set($WebExternalGecos , undef); # $WebExternalAuto will create users under the same name as REMOTE_USER # upon login, if it's missing in the Users table. Set($WebExternalAuto , undef); and in my apache config: ServerName issue-tracker.webcentre.unimelb.edu.au DocumentRoot /usr/local/share/rt/share/html/ Alias /NoAuth/images/ /usr/local/share/rt/share/html/NoAuth/images/ FastCgiIpcDir /tmp FastCgiServer /usr/local/share/rt/bin/mason_handler.fcgi -idle-timeout 120 AddHandler fastcgi-script fcgi ScriptAlias / /usr/local/share/rt/bin/mason_handler.fcgi/ # LDAP integration AuthType Basic AuthName "Request Tracker Login" AuthLDAPURL ldap://directory.unimelb.edu.au:389/o=The University of Melbourne,c=AU?uid?sub?(objectclass=unimelbStaff) require valid-user After i login i see the following screen: http://www.webcentre.unimelb.edu.au/~iain/rt/ldap.pdf any ideas??? thanks, Iain. From jens at cyber.com.au Thu Jul 15 01:35:45 2004 From: jens at cyber.com.au (Jens Porup) Date: Thu, 15 Jul 2004 15:35:45 +1000 Subject: [rt-users] rt-crontool bug: Tickets_Overlay_SQL.pm:358 Message-ID: <20040715053545.GD4047@vanilla.office.cyber.com.au> G'day, I'm trying to do a UserDefined condition with rt-crontool, like so: 30 14 * * * /usr/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue \ --search-arg "AMHOCN Incoming Batch" \ --condition RT::Condition::UserDefined \ --condition-arg "if ( ($self->TicketObj->Priority > 50)){return 1}; else { return undef;}" \ --action RT::Action::Notify \ --action-arg Owner \ --verbose (For some reason crontab refuses to acknowledge the backslashed newlines, hence the line noice...) The cron error to /var/log/messages is: Jul 15 12:35:04 localhost RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker3/lib/RT/Tickets_Overlay_SQL.pm line 358. BUT, just to make see if I wasn't doing my custom condition incorrectly, I tried the suggested rt-crontool example in rt-crontool --help: 21 14 * * * /usr/bin/rt-crontool --search RT::Search::ActiveTicketsInQueue \ --search-arg "AMHOCN Incoming Batch" \ --condition RT::Condition::UntouchedInHours --condition-arg 4 \ --action RT::Action::SetPriority --action-arg 99 \ --verbose And indeed, this gives the same error message as before: Jul 15 14:21:04 localhost RT: Use of uninitialized value in concatenation (.) or string at /usr/share/request-tracker3/lib/RT/Tickets_Overlay_SQL.pm line 358. (/usr/share/request-tracker3/lib/RT.pm:250) I've looked at line 358 of Tickets_Overlay_SQL.pm, but frankly it's all gibberish to me. I'm using RT Version 3.0.11-1. Can anyone explain what's going on here? Thanks, Jens From tomas.olaj at usit.uio.no Thu Jul 15 03:19:15 2004 From: tomas.olaj at usit.uio.no (Tomas A. P. Olaj) Date: Thu, 15 Jul 2004 09:19:15 +0200 (CEST) Subject: [rt-users] Re: Questions and LDAP In-Reply-To: References: Message-ID: On the marvelous Wed, 14 Jul 2004, seph wrote kindly to me ... > Date: Wed, 14 Jul 2004 17:22:55 -0400 > From: seph > Reply-To: rt-users at lists.bestpractical.com > To: Tomas Olaj > Cc: rt-users at lists.bestpractical.com > Subject: Re: Questions and LDAP > > > UiO uses Cerebrum project "http://sourceforge.net/projects/cerebrum" > > (developed at UiO) as their User Administrative System. We want to > > syncronize LDAP into RT. Can You recommend some HOWTO to solve this? We > > wabt to define in LDAP who is RT-admin's or not. > > There are several ways to integrate RT and ldap. Doing an import and > sync is certainly possible, it's what I do. There has been much > discussion about this in the past, it should be pretty simple to find. > > seph Hi Seph, Thanks for Your reply. I know there is something in the old archives I have to search through. Have You thaught about the possibility to _not_ use RT's private userdatabase, in such a way that RT makes direct request to a LDAP server. This is perhaps what we "dream" of, a better solution than sync and import. Tomas -- ________________________________________________________________________ Tomas A. P. Olaj, email: tomas.olaj at usit.uio.no, web: folk.uio.no/tomaso University of Oslo / USIT (Center for Information Technology Services) System- and Application Management / Applications Management Group From jalgermissen at topicmapping.com Thu Jul 15 06:24:05 2004 From: jalgermissen at topicmapping.com (Jan Algermissen) Date: Thu, 15 Jul 2004 12:24:05 +0200 Subject: [rt-users] What is a valid email address? Message-ID: <40F65B45.AB2E4C07@topicmapping.com> Hi, RT (3.0.10) would not let me change email addresses of users to values such as xxxxxx.xxxxxxxx at xxxx.de or xxxxxxxxxxxx at xxxxxxxxxxxx.com I get the error "Illegal value for EmailAddress". I searched the source for the plave where the email address is checked, but I cannot find it. Can someone point me to the right spot? Or am I making a mistake here? Many thanks in advance. Jan -- Jan Algermissen http://www.topicmapping.com Consultant & Programmer http://www.gooseworks.org From cubic at acronis.ru Thu Jul 15 06:43:35 2004 From: cubic at acronis.ru (Ruslan U. Zakirov) Date: Thu, 15 Jul 2004 14:43:35 +0400 Subject: [rt-users] What is a valid email address? In-Reply-To: <40F65B45.AB2E4C07@topicmapping.com> References: <40F65B45.AB2E4C07@topicmapping.com> Message-ID: <40F65FD7.4080104@acronis.ru> Hi. It means that new address is allready registered in RT. Try to find user by address that you try to use. Best regards. Ruslan. Jan Algermissen wrote: > Hi, > > RT (3.0.10) would not let me change email addresses of users to > values such as > > > xxxxxx.xxxxxxxx at xxxx.de > > or > > xxxxxxxxxxxx at xxxxxxxxxxxx.com > > I get the error "Illegal value for EmailAddress". > > I searched the source for the plave where the email address is checked, > but I cannot find it. Can someone point me to the right spot? > > Or am I making a mistake here? > > Many thanks in advance. > > > > Jan > > > From seph at directionless.org Thu Jul 15 09:05:52 2004 From: seph at directionless.org (seph) Date: Thu, 15 Jul 2004 09:05:52 -0400 Subject: [rt-users] Re: Questions and LDAP In-Reply-To: (Tomas A. P. Olaj's message of "Thu, 15 Jul 2004 09:19:15 +0200 (CEST)") References: Message-ID: > I know there is something in the old archives I have to search through. > Have You thaught about the possibility to _not_ use RT's private > userdatabase, in such a way that RT makes direct request to a LDAP server. several other people have done this. There should be info in the archives, and maybe on the wiki. seph From seph at directionless.org Thu Jul 15 09:09:08 2004 From: seph at directionless.org (seph) Date: Thu, 15 Jul 2004 09:09:08 -0400 Subject: [rt-users] Re: LDAP auth In-Reply-To: <40F60DC0.9030201@webcentre.unimelb.edu.au> (Iain Pople's message of "Thu, 15 Jul 2004 14:53:20 +1000") References: <40F60DC0.9030201@webcentre.unimelb.edu.au> Message-ID: > Here are the relevant lines from RT_SiteConfig.pm: Those settings look okay. did you stop and start apache after changing RT_SiteConfig? does the user exist? This just replaces RT's authorization bit, you still need to create the user. (unless you're using the auto create) seph From MHanley at cxtec.com Thu Jul 15 09:49:34 2004 From: MHanley at cxtec.com (Matt Hanley) Date: Thu, 15 Jul 2004 09:49:34 -0400 Subject: [rt-users] RT 3.2 requestors/watchers error Message-ID: <75D8EB7E7DB9D311B2A700A0C9EC544F079B6859@cxmail2> > You know how we say that RT requires perl 5.8.3... What about this part of the FAQ (http://wiki.bestpractical.com/index.cgi?FAQ)?: "Q: Why do I need perl 5.8.3 or greater? A: Perl 5.8.{0,1,2} has bug in join command code that cause attachment corruptions under some magic conditions. This is only reason why you should use 5.8.3." Not that I'm disagreeing with you, it's just that the above seems to downplay the importance. I've seen a lot of people on the list saying they use RHEL - did everyone really upgrade to 5.8.3? Oh well, I was going to have to sooner or later. . . :-) -matt From rt at apocalyptech.com Thu Jul 15 09:28:41 2004 From: rt at apocalyptech.com (CJ Kucera) Date: Thu, 15 Jul 2004 08:28:41 -0500 Subject: [rt-users] closing tickets via email In-Reply-To: <20040714210624.76950.qmail@web13124.mail.yahoo.com> References: <20040714210624.76950.qmail@web13124.mail.yahoo.com> Message-ID: <20040715132841.GA23910@unisrv.net> Joseph Spenner wrote: > I use RT 2.0.15 and would like to have the ability to > close a ticket via email. So, if the body of the I set up ours so that it's controllable via headers: RTC-Set-Owner: whoever RTC-Set-Status: resolved You use scrips to do it. Set one to "On Correspond" and then: Action preparation: 1; Action cleanup: my $header = 'RTC-Set-Owner'; if ($self->TransactionObj->Attachments->First->GetHeader($header) ne '') { $self->TicketObj->SetOwner($self->TransactionObj->Attachments->First->GetHeader($header)); } $header = 'RTC-Set-Status'; if ($self->TransactionObj->Attachments->First->GetHeader($header) ne '') { $self->TicketObj->SetStatus($self->TransactionObj->Attachments->First->GetHeader($header)); } 1; etc... There's probably a cleaner way to do it, but there you go. -CJ -- WOW: Kakistocracy | "The ships hung in the sky in much the same apocalyptech.com/wow | way that bricks don't." - Douglas Adams, rt at apocalyptech.com | _The Hitchhiker's Guide To The Galaxy_ From rtusers at memory.blank.org Thu Jul 15 10:44:47 2004 From: rtusers at memory.blank.org (Nathan J. Mehl) Date: Thu, 15 Jul 2004 10:44:47 -0400 Subject: [rt-users] Queue Groups? In-Reply-To: <20040423214514.GG25274@pallas.eruditorum.org> References: <20040423171857.GM1388@blank.org> <20040423214514.GG25274@pallas.eruditorum.org> Message-ID: <20040715144447.GC11039@blank.org> This is, I suspect, an RFE, unless I've completely misunderstood RT3's documentation... Would it be feasible to implement some way of logically "grouping" queues in RT? For example: Let's say that I have a medium-sized company with three internal departments: Development, IT and Customer Support. This company has three products: the Widget, the Thingy and the Whatsis. In order to keep things tidy, each department wants several queues with associated email gateways, e.g.: IT: Helpdesk IT Projects Development: Widget Bugs Thingy Bugs Whatsis Bugs Customer Support: Widget Support Thingy Support Whatsis Support As it stands, if Development wants to set up a list of custom fields for, say, bug keywords, I have two options: I can set up (and attempt to maintain) an identical set of custom fields for each of Development's three queues, or I can set up a single, global custom field. The former is clunky, since keeping the fields in sync between the queues is manual and error-prone. The latter is fugly, since it will, for instance, confuse the customer support staff by presenting them with a custom field select that is completely irrelevant to them. (Worse yet, they might actually use it instead of their own custom fields!) The ideal thing would be if there were some way to create a "Group of Queues", e.g. a "Development" group containing the three "Bugs" queues as members, and be able to apply things like custom fields, scrips and templates at the group level. Any thoughts? -n ------------------------------------------------------------ "There are only 412 people in the world. And Nathan Mehl is 17 of them." (--Pete Ehlke) ---------------------------------------------------- From michael-list at i4u.com.au Thu Jul 15 11:07:55 2004 From: michael-list at i4u.com.au (michael-list) Date: Fri, 16 Jul 2004 01:07:55 +1000 Subject: [rt-users] comments missing from tickets after import Message-ID: <009901c46a7d$81e325e0$0200a8c0@family> completed what looked to be a successful import from RT1 to RT2, just noticed that all the tickets have made it across but there aren't any comments in the tickets, the comment details are there eg, "comment made by at